Best Practice Scheme Launch Stormont Hotel, Belfast 24 January 2008
Dec 18, 2015
Best Practice Scheme Launch
Stormont Hotel, Belfast
24 January 2008
Jean Fulton Group Chief Executive
Workshop Overview
• Jean Fulton - Group Chief Executiveo About BIHo BIH & Quality o Best Practice
• Alan Rea – Director of Housingo Customer Consultation
• Siobhan Mullan – Performance & Standards Managero Staff Consultationo 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
Investors in People(Staff)
ISO 9001:2000(Processes)
EFQM(Organisation)
Benchmarking
Clients Charter (Development)
Bes
t Val
ue
Charter Mark(Customers)
Continuous
Improvem
ent
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
High level:
• Board ofManagement &Committees
• Tenants Associations
• Community Groups
• Tenants Forum
Tenant Participation StrategyBIH offers Choice in level of involvement offered:
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
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
Consulting Staff
Siobhan MullanPerformance & Standards Manager
Staff Consultation
We aim to
consult with
staff across the
organisation at
all levels
Current InitiativesInitiative 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’ Forumo 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?