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Darrin Gamble Head of Neighbourhood

Tenant Cashback Seminar 1 December 2011. Darrin Gamble Head of Neighbourhood. Who are Bromford?. Bromford is a leading multi-regional provider and developer of affordable housing throughout most of central England.

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Darrin Gamble Head of Neighbourhood

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  1. Tenant Cashback Seminar 1December 2011 Darrin Gamble Head of Neighbourhood

  2. Who are Bromford? • Bromford is a leading multi-regional provider and developer of affordable housing throughout most of central England. • We’ve been around for more than 40 years, own 26,000 homes and employ over 1,100 people. • We also offer associated market-leading care and support services. • Aim to become one of the UK’s top three providers of high quality, affordable homes, supporting thriving communities by 2016.

  3. Why get involved? • We like to innovate • Ability to influence tenancy standard • Learning • Know the opportunities • Know the risks • Ethos

  4. Something for Something • Increasing self reliance • Reducing dependency • Training & employment • Customer Deal • Tenant Cashback

  5. Home Rewards Club Pilot • Cashback for • Repairs • Housing Management

  6. Home Rewards ClubRepairs • Clear split of responsibilities • Customer • Bromford • Excluded repairs • Repairs Diary • Annual Property Service (APS) • DVD • £150 / £150

  7. Home Rewards ClubHousing Management • Clear split of responsibilities • Customer • Bromford • £200 after 12 mths

  8. Home Reward Club Pilot Areas • Sandwell and Dudley • Inner city and flats • Lichfield • Large stock concentration • Central Cotswolds • Semi rural • 2500 customers

  9. Market Testing • Sandwell and Dudley • 10% response • 8% interested (approx. 40 households) • Feedback • What customers liked • What customer didn’t like

  10. Home Rewards ClubWho can join? • Minimal exclusions • Damage to property • Possession • Find out where the risks are

  11. Cost/Resources • Full Time Project Manager • £500 x ? • Additional APS • Colleague time • Savings- are they real?

  12. What do we want to test? • Reduction in repair costs • Reduction in housing management activity • Insurance/compensation risks • Quality • What are the costs of administration • Change in customer behaviour • Who does it work for? Who doesn’t it work for? • Potential to extend

  13. Experience to Date • Colleagues • Customers • Hurdles • Insurers • Health & Safety • Asbestos • Financial Link • Agreement • Marketing – How do we get through • Welfare Benefits • Bureaucracy

  14. Analysis • Repair costs/numbers • Use of the contact centre • Any access issues • Training & employment • Repairs activity – customer / Bromford • Housing management activity – customer / Bromford Last 12 mths After HRC

  15. What next? Share learning Roll out Phase 2

  16. Questions

  17. Contact Darrin Gamble Head of Neighbourhood – West Midlands 1 Venture Court Broadlands Wolverhampton WV10 6TB Darrin.Gamble@Bromford.co.uk 01902 378646

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