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?