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Background. a tenant and resident perspective. Michael Gelling OBE CIHM SPBM Performance Event for Smaller Housing Associations (Landlords). Background. a tenant and resident perspective. Tenants And Residents Organisations of England
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Background a tenant and resident perspective Michael Gelling OBE CIHM SPBM Performance Event for Smaller Housing Associations (Landlords)
Background a tenant and resident perspective Tenants And Residents Organisations of England Largest non-funded national tenant organisation in England 2
Background a tenant and resident perspective Run by a Board of 12 tenants (Oct 2011 – Oct 2012 only 7 tenants) plus 2 tenant cooptees 3
Background a tenant and resident perspective Also have 3 professional honorary advisors 2 fantastic members of staff 1 volunteer 4
Background a tenant and resident perspective Independent income is raised by working with partners, landlords and tenants 5
Background a tenant and resident perspective Training and Speaking events Working with partners, running conferences, recruitment advice and involvement for both staff and tenants 6
Background a tenant and resident perspective What is satisfaction or great performance? 7
Background a tenant and resident perspective Tenant satisfaction is personal Performance is measured against a personal experience 8
Background a tenant and resident perspective Organisations measure against things that no one understands 95% satisfaction (95% of what)?? 9
Background a tenant and resident perspective Internal targets that mean nothing “Our internal target of 95% has been achieved” ???? 10
Background a tenant and resident perspective Reality checks are checks that are made against other landlords in the same street/estate/town 11
Background a tenant and resident perspective Reality checks carried out by independent, well trained and well supported tenants who may not be yours? 12
Background a tenant and resident perspective Tenant Panels Remit Areas covered Who do they represent Accreditation 13
Background a tenant and resident perspective Speaking to organisations who have a great deal in common and are best placed to create, with their tenants, ‘Tenant Panels’ 14
Background a tenant and resident perspective Your tenants know:- you your services your contractors your geographical area 15
Background a tenant and resident perspective Value for money can be achieved by organisations who are brave enough to recognise 16
Background a tenant and resident perspective what they are good at but more importantly what they are not so good at 17
Background a tenant and resident perspective Value for money Best feedback is from:- *receive services *complaints *reported repairs *inspections 18
Background a tenant and resident perspective Change is easy but you do need to have things in place 19
Background a tenant and resident perspective A culture that embraces change Anyone can have an idea that will be welcomed 20
Background a tenant and resident perspective Eradicate the fear of change to individuals Jobs being safe A ‘no blame’ regime 21
Background a tenant and resident perspective A culture that embraces it A mistake in strategy becomes a learning point Flexibility in job roles 22
Background a tenant and resident perspective Remiss if I did not mention good quality benchmarking HouseMark and STAR 23
Background a tenant and resident perspective Not rocket science and if everyone has signed up it will happen 24
Background a tenant and resident perspective also Creating your own local benchmarking 25
a tenant and resident perspective Thank you and willing to answer any questions after Rafael’s slot 26
Tenants and Residents Organisations of England TAROE Tel: 01928 798120 Email: runcornoffice@taroe.org Website: www.taroe.org
