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What Residents Want: Partnerships in Maintenance

What Residents Want: Partnerships in Maintenance. Will Campbell-Wroe Managing Director West Kent Extra. Aims of the Session. Interactive session drawing on your experience as a group Overview of changes in both residents expectations and regulatory changes that impact on residents’ role

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What Residents Want: Partnerships in Maintenance

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  1. What Residents Want:Partnerships in Maintenance Will Campbell-Wroe Managing Director West Kent Extra

  2. Aims of the Session • Interactive session drawing on your experience as a group • Overview of changes in both residents expectations and regulatory changes that impact on residents’ role • How resident empowerment links to repairs and maintenance

  3. Interactive Task 1 • In Groups of 3-4 spend a couple of minutes thinking about: “What residents want in relation to maintenance” • Feedback your top three answers

  4. Changes in Resident Involvement • Series of changes in the expectations and policy/regulation on resident involvement: • Customer Satisfaction • Gold Standard and Rewarding Tenants • Resident Led Self Regulation • Regulatory Changes

  5. Rewarding Tenants • Shift in emphasis from punish to reward • Pro-active tenants and community champions • Raised expectations

  6. Resident Led Self Regulation • Enhanced role for residents • Move from consultation to scrutiny • Potential shift in the power dynamic • One size doesn’t fit all…

  7. TSA and NTV • Impact of Cave Review • Significant changes in regulation • Continues the trend of tenant empowerment

  8. Why is Maintenance Important • Repairs and maintenance consistently the most important issue for tenants • Is cost efficiency and customer satisfaction an ‘unhappy marriage’? • Repairs and maintenance is the frontline of tenant empowerment

  9. Interactive Task 2 • Thinking about resident involvement and recent changes spend 5 minutes thinking about what you do now to involve residents in repairs and maintenance

  10. What do tenants want? • I can’t tell you… • I can tell you what West Kent residents want • You need to ask (properly) (and mean it!)

  11. Interactive Task 3 • Now thinking about what you’ve heard from others and also about changes in resident involvement spend 5 minutes thinking about how you can improve resident involvement in relation to repairs and maintenance.

  12. Any Questions? Will Campbell-Wroe T: 01732 749403 E: will.campbell-wroe@wkha.org.uk

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