www.irwellvalleyha.co.uk gold service – residents incentive scheme andrea spamer – legal...
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www.irwellvalleyha.co.uk
Gold Service – Residents Gold Service – Residents Incentive SchemeIncentive Scheme
Andrea Spamer – Legal Services Andrea Spamer – Legal Services ManagerManager
www.irwellvalleyha.co.uk
Background…
Irwell Valley is a traditional Housing Association operating in inner-city areas across Greater Manchester
We own approx 7,500 properties across 11 Local Authority areas
Working in areas of deprivation, traditional and established methods of service delivery did not meet our challenges
In 1998, we took a radical, modern and innovative approach to working with some of the country’s most deprived communities
www.irwellvalleyha.co.uk
Pre Gold…
Generic housing management teams
80% of time spent on less than 20% of residents
Majority of time spent chasing arrears
No quality time given to engaging with our residents
Poor performance indicators – 60% of residents in arrears
High turnover
Customers receiving the same service regardless
Low level customer satisfaction
www.irwellvalleyha.co.uk
Introducing Gold Service…
Rewards positive behaviour and restores pride- recognising the silent majority.
Offers incentives and privileges
Focuses on rights and responsibilities
Concentration away from negative expenditure
Radically improves performance – income up and rent arrears down
Enhances opportunities for customers
Increased customer satisfaction
Motivates colleagues and customers alike
www.irwellvalleyha.co.uk
Incentives…
Bonuses of £52 per year
Membership bonuses; competitions, benefits
Enhanced bonuses for community groups
Education, training and employment opportunities
Low cost home insurance
Enhanced repairs service
Solid Gold loyalty bonus
www.irwellvalleyha.co.uk
Results…
Specialist teams and motivated colleagues
Clear links between payments and services
Rewarding residents, not punishing them
Radical improvements in performance – income up and rent arrears down
Improved neighbourhoods and community spirit
Changed negative behaviour into positive behaviour
Rewards loyalty, reducing turnover and relet costs
Increased customer satisfaction
www.irwellvalleyha.co.uk
Financial Inclusion…
Support at early stage for vulnerable residents
Dedicated Financial Inclusion Officer
CAB partnerships and surgeries
Housing Benefit liaison; joint working and job shadowing with Local Authority partners
Close working relationships with banks and credit unions
Back to work training courses and initiatives
Educational support; books and computer equipment
Encourage residents off benefit and into work
Local employment opportunities
www.irwellvalleyha.co.uk
Conclusion…
“Gold Service provides a new vision, a new deal and a new arrangement that encourages residents to fulfil their responsibilities in exchange for the privileges and extra services that Gold Service can offer”.
www.irwellvalleyha.co.uk
Questions ?
• Further information on the benefits of Gold Service can be obtained from our website irwellvalleyha.co.uk