RHP - Our journey beyond gold

Who we are

“Excellence can be attained if you care

more than others think is wise; risk more than

others think is practical; and expect more than others think possible”

A shared sense of purpose

Together we can achieve amazing

things

Our 5 year plan

Why we want to be an excellent employer

“Excellence can be attained if you care more than others think is safe; dream more than others think is practical, and expect more than others think is possible”

● Great people deliver great service and superior business performance

● Engaged employees are proven to be more productive and creative

● To attract and retain the best people ● To achieve our vision of being one of

the best service providers in the UK

Building strong foundations IiP action plan

Clarity about our values and expectations

Technical training

Making the link

Evaluating what we do

Social purpose

Thought leadership

Career pathways

Coaching

Easy to do business with

“Every accomplishment starts with the decision to try”

Skills and behaviours framework

Recruiting the right people

A stimulating environment

Creative workplace

Creating a learning environment

Great first impression

Building trust

Innovative approach to learning

● Deal or No deal

● Consequences

● Murder mystery

● Bootcamps

● Look who’s…..

● Fantastic feedback

Keeping it real

Accredited training

● ILM for all new managers

● Thinking CAPP

● Project Management

● Customer Service for all Caretakers

● RHPosh

● Customer Service Excellence Diploma

Empowering our people

Climbing Frame opportunities

Inspirational leaders “Good leaders

create followers, great leaders create

leaders”

A commercial perspective

More choice, convenience & control

Staying connected

Competitive rewards

Better lives not just better homes ● 75 customers into work ● 100 customers work related training ● 16 studying for a construction

qualification with Building Lives ● 32 Apprentices ● 104 children received a free book every

month ● Digital Champions helped over 380 customers get online

Making a difference 10-11 11-12 12-13 13-14 14-15

Employee satisfaction 88% 93% 91% 91% 97%

Very satisfied employees 26% 52% 59% 61% 75%

I feel proud to work for RHP 74% 90% 89% 90% 96%

I believe I can make a valuable contribution to the success of RHP n/a n/a 91% 95% 96%

I have confidence in the leadership skills of my manager 78% 84% 82% 85% 94%

Feedback from my manager helps me to improve my performance 71% 75% 82% 83% 93%

The training I get is a great benefit to me personally and professionally 77% 79% 80% 81% 89%

Voluntary turnover 18% 9% 7% 11% 7%

ST sickness % 1.5% 1% 1% 1% 1%

Recruitment cost £176k £123k £100k £100k £100k

Making a difference to our customers

• Nearly 50% very satisfied customers

• Sector leading core performance

• Less complaints dealt with more quickly

• Sundown culture

• 79% customers think RHP is easy to do business with

• 263 new home secured

• 114 customers into work or job related training

What’s next…..

♦ Better, faster, lower cost by: ♦ Delivering our Omnichannel strategy and being

truly ‘easy to do business with’ ♦ Driving business efficiency through on-going

investment in people and IT ♦ Sundown approach across all areas

♦ Building confidence in making decisions ♦ Leaders at all levels ♦ Developing our 5 year strategy beyond 2018

Shoot for the moon, even if we miss we’ll land amongst the stars!

Keeping it fun, meaningful

and real!

No place I’d rather be….