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Best Practice Scheme Launch Stormont Hotel, Belfast 24 January 2008 Jean Fulton Group Chief Executive Workshop Overview • Jean Fulton - Group Chief Executive o About BIH o BIH & Quality o Best Practice • Alan Rea – Director of Housing o Customer Consultation • Siobhan Mullan – Performance & Standards Manager o Staff Consultation o Customer Focus About BIH • • • • Registered Housing Association (HA) Established in 1976 Voluntary Board – 15 members Currently manage and maintain approximately 4400 properties – largest housing association in NI • Staff –127 full time posts BIH HOUSING GROUP BIH – A growing organisation A people centred company BIH & Quality We believe it is important to seek recognition for our achievements and success BIH & Quality Commitment to delivering quality services Charter Mark (Customers) Clients Charter (Development) EFQM (Organisation) Benchmarking Investors in People (Staff) ISO 9001:2000 (Processes) Best Practice BIH has been recognised for Best Practice in: • Consultation o Consulting with customers o Consulting with staff • Customer focus Alan Rea Director of Housing Consulting Customers Consulting with Customers We recognise that customer involvement is vital to delivering responsive, efficient and effective services Tenant Participation Strategy BIH Tenant Participation Strategy (2006) aims to encourage all tenants to participate in: • Management of their homes • Design, improvement & monitoring of BIH services • Running of the organisation at Board & Committee level Tenant Participation Strategy BIH offers Choice in level of involvement offered: High level: • Board of Management & Committees • Tenants Associations • Community Groups • Tenants Forum Tenant Participation Strategy BIH offers Choice in level of involvement: Medium: • Tenant Voices • Mystery Shopping • Tenant Consultation Database • Repairs & Maintenance • Area Meetings • Service Improvement Teams • Tenants Conference Standard: • Surveys • Focus Groups • One to one interviews • Scheme surgeries • Local consultation • Tenants’ Tattler Commitment of Resources • Budget • Staff • Training • Target specific groups • Promotion • Tenant Participation Compact Monitoring of Strategy • Management, staff, tenants to ensure relevance • Key Performance Indicators in place to aid monitoring of strategy • Formal review 2009 Siobhan Mullan Performance & Standards Manager Consulting Staff Staff Consultation We aim to consult with staff across the organisation at all levels Current Initiatives Initiative Frequency Staff Consultative Forum Bi-annual Continuous Improvement Team Monthly Staff Attitude Survey Biennially Team meetings Weekly Managers Meeting Weekly Senior Executives Meeting Weekly Quarterly Management Review Quarterly Customer Focus Customer Focused Service We are extremely proud of the service we deliver to our customers Customer Service Standards • Meaningful to customers • Relevant to the services we provide • Advise customers of the level of service they can expect to receive • Invites customers to help us deliver an effective service • Published annually • Alternative formats available / offered Review & Monitoring • Annual review by: o Tenants’ Forum o Continuous Improvement Team • Performance against standards monitored & reported annually Reporting Performance • Annual performance report to tenants: – – – – – – – Development Repairs Adaptations Equality Duty Charges Complaints Tenant Participation • Charter Mark Best Practice recognition Jean Fulton Group Chief Executive Effects • Positive effect on – whole organisation – staff involved – tenants involved • Ensures Customer Services are: – relevant – up to date – meaningful Satisfaction Levels • Tenant satisfaction levels with BIH: 82% 2006 89% 2007 (76% 2007 National benchmark) • Staff satisfaction levels with BIH: 64% 2005 80% 2007 (47% 2007 National benchmark) Additional Measures • Use of in-house skills & expertise ensuring value for money • Use of IT – Staff Attitude Survey completed online • Appreciation to participants demonstrated by 1 hour flexi-time credit • Provision of affordable survey services to other housing associations which do not have resources in-house Thank you Questions?