1 / 29

Best Practice Scheme Launch

Best Practice Scheme Launch. Stormont Hotel, Belfast 24 January 2008. Jean Fulton Group Chief Executive. Workshop Overview. Jean Fulton - Group Chief Executive About BIH BIH & Quality Best Practice Alan Rea – Director of Housing Customer Consultation

ash
Download Presentation

Best Practice Scheme Launch

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Best Practice Scheme Launch Stormont Hotel, Belfast 24 January 2008

  2. Jean Fulton Group Chief Executive

  3. Workshop Overview • Jean Fulton - Group Chief Executive • About BIH • BIH & Quality • Best Practice • Alan Rea – Director of Housing • Customer Consultation • Siobhan Mullan – Performance & Standards Manager • Staff Consultation • Customer Focus

  4. 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

  5. BIH HOUSING GROUP

  6. BIH – A growing organisationA people centred company

  7. BIH & Quality We believe it is important to seek recognition for our achievements and success

  8. BIH & Quality Commitment to delivering quality services • Charter Mark • (Customers) Clients Charter (Development) • EFQM • (Organisation) Best Value Continuous Improvement Benchmarking Investors in People (Staff) ISO 9001:2000 (Processes)

  9. Best Practice BIH has been recognised for Best Practice in: • Consultation • Consulting with customers • Consulting with staff • Customer focus

  10. Alan ReaDirector of Housing Consulting Customers

  11. Consulting with Customers We recognise that customer involvement is vital to delivering responsive, efficient and effective services

  12. 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

  13. High level: Board of Management & Committees Tenants Associations Community Groups Tenants Forum Tenant Participation StrategyBIH offers Choice in level of involvement offered:

  14. Tenant Participation StrategyBIH offers Choice in level of involvement: • Standard: • Surveys • Focus Groups • One to one interviews • Scheme surgeries • Local consultation • Tenants’ Tattler Medium: • Tenant Voices • Mystery Shopping • Tenant Consultation Database • Repairs & Maintenance • Area Meetings • Service Improvement Teams • Tenants Conference

  15. Commitment of Resources • Budget • Staff • Training • Target specific groups • Promotion • Tenant Participation Compact

  16. Monitoring of Strategy • Management, staff, tenants to ensure relevance • Key Performance Indicators in place to aid monitoring of strategy • Formal review 2009

  17. Consulting Staff Siobhan Mullan Performance & Standards Manager

  18. Staff Consultation We aim to consult with staff across the organisation at all levels

  19. Current Initiatives

  20. Customer Focus

  21. Customer Focused Service We are extremely proud of the service we deliver to our customers

  22. 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

  23. Review & Monitoring • Annual review by: • Tenants’ Forum • Continuous Improvement Team • Performance against standards monitored & reported annually

  24. Reporting Performance • Annual performance report to tenants: • Development • Repairs • Adaptations • Equality Duty • Charges • Complaints • Tenant Participation • Charter Mark Best Practice recognition

  25. Jean Fulton Group Chief Executive

  26. Effects • Positive effect on • whole organisation • staff involved • tenants involved • Ensures Customer Services are: • relevant • up to date • meaningful

  27. 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)

  28. 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

  29. Thank you Questions?

More Related