achieving excellence through meaningful tenant involvement liz haworth – director of...
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Achieving excellence through meaningful tenant involvement
Liz Haworth – Director of Neighbourhoods
Sandra Binns – Chair of CEP
Jenny Williams – CEP member
Nichola Bremner – Young Inspector
7th June 2011
TSA - Meaningful engagement
“We expect providers to engage meaningfully with tenants and offer them opportunities to agree how service delivery against the TSA standards can be tailored to reflect local priorities.” - TSA
Co-regulation
Source: Housemark
Helena Partnerships
• Stock transfer association – 2002
• St Helens, Merseyside
• Manage approx. 13000 homes
• 674 staff including 268 trades people in our Propertycare division.
Developing the Helena Homes brandDeveloping the Helena Homes brand
Understanding what drives satisfaction
• Consultation with tenants, residents and stakeholders:– Face to face interviews– Telephone survey with 400 tenants– Focus groups and questionnaires– Tenant Panel (One Voice) survey– Mystery shops and customer inspections– Series of service specific listening days
What drives satisfaction?What drives satisfaction?
• Quality of home• Responsive repairs service• Face to face contact with our people• Customer contact eg telephone, email, SMS• Dealing with ASB• Taking tenants’ views into account• Keeping tenants informed• Value for money
What drives dissatisfaction?What drives dissatisfaction?• Young people• Car parking• Litter and rubbish• Drug misuse• Noise• Rowdy behaviour• Pets
A
A
a
Hi (60)
Med (42.5)
Lo (25)
Hi (50)Low (25) Med (37.5)
Importance (impact of issue on overall
satisfaction with each aspect of service)
Per
form
ance
Lower Leverage Issues (Re-deploy) Key Strengths (maintain)
Low Priority Issues (Monitor) Critical Improvement Issues (Improve)
Key Driver Analysis
A Enquiry handling
B Property in general
C Home improvement work
D Repairs and maintenance
E Rent handling
F Helena making neighbourhood better
and safer
G Helena handling neighbour nuisance
and ASB
H Helena’s role in involving and engaging the community
I Ensuring customers adhere to tenancy
rules
J Process for letting and exchanging
homes
K Process for handling complaints
L General communications
KEY:
CE A
B
D
GI
K
L F
H
J (2ndary improvement)
Adjusted R-squared (fit of the model) is 52% i.e. good fit
Our target
To increase the percentage of very satisfied
tenants by 25% by 2012.
Corporate Target
• Target achieved 2 years early!
4
3
2
6
6
5
12
5
5
40
49
39
37
37
49
0% 20% 40% 60% 80% 100%
2004
2007
2009
% Very dissatisfied % Fairly dissatisfied % Neither
% Fairly satisfied % Very satisfied
Target
Trend
% satisfied with overall services provided
Aims of engagement• Ensure that we:
– Understand and deliver ‘what matters most’– service standards meet individual needs– are accountable to customers– Learn from and listen to customers – TSA standards came later – but our approach
fits in well!
Opportunities for Involvement
Mechanisms
Diversity•BME•GLBT•Young People•Older People•Disability
Key milestones
• Understanding who our customers are• Understand what’s working and what’s
not?• How can we go the extra mile - what is
excellence?• Do service standards meet expectations?• How can we better involve customers?• How can we be more accountable,• And ensure regular feedback to tenants?
Embedding Challenge
• Tenant Scrutiny • Mystery Shoppers• One Voice tenant
panel • Young Inspectors • RIMG
Customer Scrutiny Role
The Customer Excellence Panel
(CEP)
About CEP
• Provides an enhanced scrutiny role.
• Helps ensure high quality services.
• Added a new dimension to Helena’s decision-making process.
• Maximum of 16 places– Tenants only
What CEP isn’t
• A consultation group
• ‘Rubber stamp’ of policy and procedural changes– CEP review wider feedback gathered and
ensure that Helena is acting on the views of our customers
Establishing CEP
Interviews for CEP members
Welcome meeting and independent training programme
Appointment of Vice Chair
Links with One Voice, Mystery Shoppers and Board formalised
External Consultants appointed – Independent recruitment
Chair of Panel appointed by Board (18month placement)
All tenants invited to attend ‘Taster Day’.
1
7
6
5
4
3
2
Dec 2008
June 2009
External consultant role
• Benefits:– Critical friend– Open and transparent – Independent recruitment process– Training not biased in Helena’s favour – Learn from best practice
Recruitment
• Every tenant invited to attend ‘taster day’
• Menu of scrutiny opportunities
• Interview process• Bespoke training tailored
to our needs
Links to Board
• Chair and Vice Chair attend Board to provide quarterly updates on:– Basket of Performance
Indicators– Outcomes of service
reviews
Approach to CEP reviews
• What matters most to tenants?
• Do our service standards reflect this?
• How are we performing? (including cost and value for money)
• Are we monitoring the right things?
• What improvements do tenants want?
CEP Service Reviews• Scrutinise performance & feedback• Agree Customer Excellence KPIs• Review service standards• Recommend improvement & identify actions • Consider value for money and are we
delivering excellent services to tenants and residents?
Links – Customer Inspectors
• Review timetable complements CEP review schedule
• CEP may request further inspections
• Inspectors invited to present findings to CEP.
• Inspectors will receive CEP reports outlining outcomes
Links – Young Inspectors
• Mystery shop our services
• Ensure meet the needs of young people
• Training to develop skills and capacity build
• Improve CV and provide experience transferable into employment
Links – One Voice
• Quarterly surveys to feed into reviews
• CEP can ask additional questions in One Voice surveys as part of review process.
• One Voice will be kept informed of progress via Chorus newsletter
Resident Involvement Monitoring Group (RIMG)
• Umbrella group of residents
• Reviews impact of resident involvement
• Rates all activities in regards to impact and value for money
• Ensures that Helena is listening
• Holds Helena to account
Link – Complaints appeals panel
• Stage 3 – complaints appeal
• Tenant representatives
• In line with proposed introduction of ‘democratic filter’
Outcomes
TSA Co Regulation
Champions
CEP Outcomes
• Identified £80k efficiency savings• Introduced new service standards• Extended repairs appointments• Improved communication –ASB• Changed complaints process• Reviewed empty property standards
• Basket of Customer Excellence KPIs • Customer Charter - Service standards that
reflect what matters most to tenants. • Customer orientated improvement plans.• Effective monitoring mechanisms established • Improved services that provide value for
money. • Culture of Customer Excellence embedded
throughout Helena.
CEP Outcomes
CEP Outcomes • Can evidence clearly how
customer views have influenced service delivery
• KPI framework has been revised ensuring cost, time and quality indicators incorporated for all service areas.
• Satisfaction is improving • CSE Award
Top tips
• Be creative when recruiting
• Don’t underestimate your tenants
• Build relations between all groups involved in scrutiny activities.
Next steps
• Peer Reviews – are you interested? • Launch our new website• Accredited scrutiny training
Find out more at….
www.excellenceathelena.co.uk
Email: [email protected]
Available from 10th June 2011
Any questions?