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Engaging Politically – Working Locally

Engaging Politically – Working Locally. Gerry Flynn NIHE Director Housing & Regeneration. Introduction. The Housing Executive Tenant Engagement Customer Satisfaction Engaging Politically. Structure. 88,000 Properties 3 Regions 12 Areas 32 Local Service Outlets. Housing Outlets.

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Engaging Politically – Working Locally

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  1. Engaging Politically – Working Locally Gerry Flynn NIHE Director Housing & Regeneration

  2. Introduction • The Housing Executive • Tenant Engagement • Customer Satisfaction • Engaging Politically

  3. Structure • 88,000 Properties • 3 Regions • 12 Areas • 32 Local Service Outlets

  4. Housing Outlets

  5. Scale of the Business • Capital Expenditure £128m • Revenue Expenditure £458m • Housing Benefit £635m • Rent Collection £275m • 473,000 Repair Requests • 26,000 Planned Maintenance starts • 24,000 Vulnerable People • 350,000Visited Local Offices

  6. Engage with Tenants & ResidentsTenant Involvement Structure N.I.H.E Board Housing Community Forum Central Panel Task Teams Tenant Scrutiny Panels Resident and Interagency Partnerships Difficult to Reach Groups

  7. Customer Satisfaction • 90/95%% Telephone • 88% Visits • 85% Repairs Service • 75% Tenant Consultation • 88% Overall Service

  8. Customer Satisfaction (contd) • Customer Service Excellence • Hard to Reach Groups • Use of Customer Insight • Identification of Individual Customer Needs at the first point of Contact • Range and Professionalism of Partnerships

  9. Context Pre NIHE • Housing allocations highly controversial with allegations of political interference and bias • Civil rights marches has housing inequalities at the heart of their protests

  10. Context: The Troubles • Housing Executive established 1971 against a backdrop of increasing violence • 60,000 people forced to leave homes between 1969 and 1973 • 14,000 homes destroyed (“scorched earth policy”) • Led to widespread segregation (which continues to this day) • From its inception, NIHE had to deal with the effects of the conflict with bomb damage, intimidation resulting in homelessness, SPED etc.

  11. Context Today • Today 90% NIHE Estates are segregated (94% in Belfast), more than ever before • Cost of division runs into millions • Continue to have intimidation resulting in homelessness • 88 Peace Walls remain in Belfast (20 NIHE owned) • YET most people would like to live in mixed neighbourhoods (80%) Life and Times Survey and CTOS

  12. Engage Politically • Highly Political and Complex Arena • Principles of Fairness and Equity • Threading these Principles through the very fabric of our Organisation • Over half a million allocations made • Strong, Respectful and Responsive Relationships

  13. Engage Politically • Space for Quiet Conversations • Direct Access to our Managers • Accessibility, Rapid Response and an Open Door Policy

  14. Engage Politically • Daily – at Local, Area & Regional • Councils • Housing Council • S.D.C • Minister

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