taff ha presentation, pr network
DESCRIPTION
Elaine Ballard, Chief Executive of Taff Housing Associations addresses the PR Network.TRANSCRIPT
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TAFF HOUSING ASSOCIATION
CHC PR NETWORK PRESENTATION2nd June 2009
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ABOUT TAFF
• AROUND 1100 PROPERTIES• £7M + TURNOVER• LANDLORD OPERATION
EXCLUSIVELY CARDIFF• SUPPORT CONTRACTS – CARDIFF,
VALE, NEWPORT• 130 STAFF
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MANAGEMENT STRUCTURE
• LEADERSHIP TEAM• OPERATIONAL MANAGEMENT TEAM• DEPARTMENTS AND TEAMS• 6 LOCATIONS• CROSS FUNCTIONAL AND MULTI
LEVEL WORKING
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VISION & VALUES
• PROVIDER, PARTNER & EMPLOYER OF CHOICE
• ACCOUNTABILITY, EQUALITY, FLEXIBILITY, OPENNESS, PROFESSIONALISM, & QUALITY
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OUR THEMES
– A VALUES DRIVEN CULTURE– COMMUNICATION & BUY IN– MAKE IT EASY– WIN-WIN– TREAT PEOPLE AS INDIVIDUALS
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WHAT WE DO
• MUMS & BABIES UNIT, PLAYWORKER
• LEAVING CARE & OTHER VULNERABLE YOUNG WOMEN
• SOMALI ELDERS SCHEME• 9 MANAGING PARTNERS• REFUGEE SCHEMES/ WORK
EXPERIENCE
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CONT…
• SPECIALIST FORENSIC SERVICE• OLDER PEOPLE’S SERVICES –
COMMUNITY BASED• RANGE OF CUSTOMER INVOLVEMENT
OPTIONS• B2B• TIMEBANKS• BME HANDBOOK & WEBSITE
www.bmehousingplus.co.uk• INTEGRATE MEMBER
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CONT…
• SUMMER SCHOOL FOR TENANT BOARD MEMBERS
• IT PROJECTS FOR OLDER PEOPLE• KITCHEN DLO• HOMELESSNESS ASSISTANCE PROJECT• OUTCOMES STAR• SHMG FUNDED EMPLOYMENT PROJECTS• HR COLLABORATION
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INTERNAL COMMUNICATION
• INDUCTION – ‘on job’ and one day session
• INTRANET• STAFF CHARTER• BRIEFINGS EVERY 2 MONTHS• WRITTEN BRIEFING AFTER EVERY
BOARD MEETING• MONTHLY STAFF NEWSLETTER• STAFF FORUM• STAFF CONFERENCES
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MOTIVATION
• PSYCHOMETRICS• ENABLING PEOPLE TO BE AMBASSADORS• EMPOWERING AND GIVING THE RIGHT
TOOLS• LEAN• MONTHLY CUSTOMER SERVICE AWARDS• ANNUAL TAFFTA’S• BEST WORKPLACE
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IMPLEMENTATION
• BUSINESS PLAN – SMALL NO OF STRATEGIC AIMS• TASKS AND ACTION GROUPS FORMED WITHIN
EACH• STAFF DRAWN FROM ALL AREAS OF BUSINESS• LT & BOARD SPONSOR FOR EACH STRATEGIC
AIM• MONTHLY PROGRESS WITHIN GROUPS,
QUARTERLY REPORT BACK TO WHOLE ORGANISATION
• INTEGRATED INTO APPRAISAL/ PERFORMANCE MANAGEMENT PROCESS
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EXTERNAL COMMUNICATION
• EVERY 3 YEARS – STAKEHOLDER AND TENANT/ SERVICE USER SURVEYS
• WEBSITE• CUSTOMER NEWSLETTER• EVENTS• TENANTS’ HANDBOOK• LEAFLETS
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CUSTOMER INVOLVEMENT• PRIORITIES COME FROM SURVEY• CUSTOMER INVOLVEMENT ADVISORY PANEL CREATES
PLAN• Customer Information Panel• Individual Tenants’ & Residents’ associations• Tenant focus groups (including the BME Contact Group,
and Young Persons Board)• Tenant survey groups• Exit surveys • Follow-up visits• Repairs satisfaction surveys• ASB satisfaction surveys
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INVOLVEMENT OPTIONS cont..
• Social events/community projects• Time Banks• Complaints and compliments – including the
‘you said, we did’ board• Information Tenants• Customers on staff interview panels• Tenant lunches• Involving tenants in scheme inspections• Involving tenants in writing articles for the
newsletter, and on the editorial panel for the newsletter
• Prize draws
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ON THE HORIZON
• NEW WEBSITE• FOCUS ON OLDER PERSONS SERVICES• INTERMEDIATE RENTS AND OTHER
INNOVATIVE FINANCE MODELS• MORE WORK ON JOBS & TRAINING• MORE COMMUNITY DEVELOPMENT WORK• PEOPLE & POTENTIAL MANAGEMENT
STRATEGY• FINANCIAL INCLUSION• SUSTAINABILITY
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ANY QUESTIONS?