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Engaging Communities: Housing and Regeneration Leadership in Northern Ireland

Gerry Flynn, the Director of the Northern Ireland Housing Executive (NIHE), outlines the pivotal role of tenant engagement and customer satisfaction in the organization’s housing and regeneration efforts. With a focus on political involvement, Flynn discusses the scope of NIHE’s operations, including maintenance requests and expenditures, while emphasizing the importance of building relationships with residents. The background of NIHE amidst a history of conflict highlights ongoing challenges, particularly in addressing the segregation of housing while promoting equity and inclusion in communities.

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Engaging Communities: Housing and Regeneration Leadership in Northern Ireland

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Presentation Transcript

  1. Engaging Politically – Working Locally Gerry Flynn NIHE Director Housing & Regeneration

  2. Introduction • The Housing Executive • Tenant Engagement • Customer Satisfaction • Engaging Politically

  3. Structure • 88,000 Properties • 3 Regions • 12 Areas • 32 Local Service Outlets

  4. Housing Outlets

  5. Scale of the Business • Capital Expenditure £128m • Revenue Expenditure £458m • Housing Benefit £635m • Rent Collection £275m • 473,000 Repair Requests • 26,000 Planned Maintenance starts • 24,000 Vulnerable People • 350,000Visited Local Offices

  6. Engage with Tenants & ResidentsTenant Involvement Structure N.I.H.E Board Housing Community Forum Central Panel Task Teams Tenant Scrutiny Panels Resident and Interagency Partnerships Difficult to Reach Groups

  7. Customer Satisfaction • 90/95%% Telephone • 88% Visits • 85% Repairs Service • 75% Tenant Consultation • 88% Overall Service

  8. Customer Satisfaction (contd) • Customer Service Excellence • Hard to Reach Groups • Use of Customer Insight • Identification of Individual Customer Needs at the first point of Contact • Range and Professionalism of Partnerships

  9. Context Pre NIHE • Housing allocations highly controversial with allegations of political interference and bias • Civil rights marches has housing inequalities at the heart of their protests

  10. Context: The Troubles • Housing Executive established 1971 against a backdrop of increasing violence • 60,000 people forced to leave homes between 1969 and 1973 • 14,000 homes destroyed (“scorched earth policy”) • Led to widespread segregation (which continues to this day) • From its inception, NIHE had to deal with the effects of the conflict with bomb damage, intimidation resulting in homelessness, SPED etc.

  11. Context Today • Today 90% NIHE Estates are segregated (94% in Belfast), more than ever before • Cost of division runs into millions • Continue to have intimidation resulting in homelessness • 88 Peace Walls remain in Belfast (20 NIHE owned) • YET most people would like to live in mixed neighbourhoods (80%) Life and Times Survey and CTOS

  12. Engage Politically • Highly Political and Complex Arena • Principles of Fairness and Equity • Threading these Principles through the very fabric of our Organisation • Over half a million allocations made • Strong, Respectful and Responsive Relationships

  13. Engage Politically • Space for Quiet Conversations • Direct Access to our Managers • Accessibility, Rapid Response and an Open Door Policy

  14. Engage Politically • Daily – at Local, Area & Regional • Councils • Housing Council • S.D.C • Minister

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