how was it for you? (or: noriaki – satisfaction guaranteed?)

How was it for you?(or: Noriaki – Satisfaction guaranteed?)

Phil Lukes

Customer Involvement Manager

City South Manchester Housing Trust

Contents

• City South Manchester Housing Trust - who we are and what we do

• Customer Involvement - why do it? What it is it? Where does Noriaki fit in?

• Are we there yet?

• Are you satisfied now?

City South Manchester Housing Trust (CSM)

CSM – who we are

• Nearly two years new not-for-profit housing trust

• Transfer of 4,500 homes from Manchester City Council

• South of the city centre – Fallowfield, Hulme, Moss Side, Whalley Range

• Interesting range of homes and people ...

• Oldest council homes

• Homes fit for heroes

• Art deco “walk-ups” 60’s “tower blocks”

• 1970’s “traditional” homes

CSM – what we do?

• Manage and provide services to 4,500 homes

• Deliver nearly £100 million of home improvements in first 5 years

• Regenerate our communities

• Improve – ask our customers what they want!

Customer Involvement - why do it?

• Regulation – we have to!

• Continuous improvement – we want to!

• Make sure we are providing the best services we can

• Make sure that we are providing the right services for out customers

Customer Involvement – what is it?

• Regular forums and groups

• One-off focus groups

• Events, public meetings

• Estate walkabouts

• Reader’s panel

• Resident inspectors and mystery shoppers

• SURVEYS

Where does Noriaki fit in?

Where does Noriaki fit in?

• Gives us the freedom to design, deliver and analyse surveys

• This gives us the ability to measure, opinion, satisfaction, performance

• Key to delivering value for money, targeted services and self-regulation

Where does Noriaki fit in?

• With Noriaki we can ask customers– Are they satisfied with services– How they want services to develop– What they think of our plans and what they

want us to do

• We can choose how we ask – face-to-face, online, paper, via the telephone

• We can “instantly” analyse and report our findings and act on them

Are we there yet?

• We have so many services and we want to improve . We’re now using (or about to use) Noriaki to check customer views of: – Repairs– How we deal with anti-social behaviour– Our improvement projects– Our customer contact centre– Benefits advice service– The standards of newly let homes

Are we there yet?• This will replace old systems, or be completely

new for some services• We’ve only just started on some and are about

to start on others as part of a planned organisational approach to surveys

• This time next year we’ll have 12 months of performance data, which in most cases we’ll already have acted on.

• Data will inform all of our work including our activities to involve customers

Are you satisfied now?

• Its not just about satisfaction – though satisfaction is big on the agenda now

• We’ve already used Noriaki to find out views on our involvement strategy and policy and changed them as a result

• We’re using Noriaki to find out what people think of their Neighbourhoods so that we can regenerate them

• And we have other ideas ...

Are you satisfied now?

• We want to use Noriaki to measure the impact, benefit, cost effectiveness and value for money of our involvement activity

• We’re talking to UIC about some small developments to help us do this

• We’ll be surveying ourselves as we go, about what we’re doing, its cost and who we’ve involved ....

Are you satisfied now?

And finally ...

Another housing trust in Fallowfield converting these (once beautiful) council homes into something poncey