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This presentation highlights the vital role of tenant and resident perspectives in improving housing associations' performance. With insights shared by Michael Gelling, OBE, CIHM, SPBM, the discussion covers satisfaction metrics, the importance of reality checks against local landlords, and tenant panels' functions. The emphasis is on fostering a culture that embraces change, encouraging feedback, and leveraging partnerships for training and support. Engaging tenants as active stakeholders is key to achieving meaningful service improvements and delivering value for money in local housing solutions.
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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
