Post on 07-Jan-2017
Life after Zero Stars
Peter BrownHerefordshire Housing
Excellent
A poor service that has uncertain prospects for improvement
Promising
Uncertain
Poor
Poor Fair
Good
Excellent
• It’s not fair• AC inspection is a rubbish process• Our PIs are good• The inspectors didn’t like us• They didn’t tell us• They didn’t ask me
• It’s not fair• AC inspection is a rubbish process• Our PIs are good• The inspectors didn’t like us• They didn’t tell us• They didn’t ask me
Organisation is small
It went wrong
Audit Commission are knowledgeableInspectors want you to do wellInspection is methodologically sound
Some principles
We can change it
Let’s find out why, and do it rightTheir judgment is probably accurateThey have no ‘axe to grind’We need to understand the process
Chair – Audit Commission
• ambitious leadership• strong financial management• good communication with their
customers• effective performance
management, supported by accurate, timely and localised information
• Culture that is open to review and challenge• Self critical and learning• Actively seek out and copy the best
“That is how I believe organisations improve – by transforming their own cultures to be more innovative and by learning from the success of others.”
Planned
• Corporate Plan• Values
Customer FocusContinuous ImprovementTeamworkPassionate about Diversity
we’ll achieve this day-by-day by ….• being forward looking
• being “can-do” - finding solutions
• putting mutual respect high on our agenda
• learning from our experience, not blaming
• seeing each other as colleagues & customers
• Investing in our people: training for the future
• believing in ourselves
• celebrating what’s going well
Dream Landlord• Get the basics right :
– commitment to delivering a quality service;– competent and polite service from frontline
delivery staff;– speedy repairs completed to a high standard;– listening to tenants;– security;– affordable rent.
Going the extra mile• quick response to enquiries, needs, complaints;• choice as a guiding principle;• options and support to buy;• attention to the appearance of the area,
including communal areas and gardens;• modernisation, not just repairs;• inclusive service, with attention paid to the
needs of ALL groups;• excellent contractor management.
ABOVE ALL –
Get the basics right and
whatever we do, do it well
Get to know you customers
• Go out to estates, walk around, meet Housing Officers, tenants, stakeholders. Take photos.
• Collect data. Analyse it. Use it.• Understand diversity
Discipline
• Corporate Plan• Action Plans• Appraisals• Discipline on regularity of meetings,
agendas, matter arising, reports.• Build the planning process. Do it early.
Hold each other to account.• Create the Business Excellence Team.
Corporate Plan
Service Plan
YOUAppraisals/1:2:1
Team
• Corporate Plan champions• IIP champions• Complaints champions• Asset Management group• Value for Money group• Wider Management Team• BIG DAY OUT
Communication
• 5 all staff briefings.• Monthly What’s Going Well.• Monthly Team Briefing.• 2 weekly Wider Management
Team.• SMT out and about.
Check and Test
• Key Performance Indicators.
• Quality Housing Services.
• Investors in People• Mystery Shopping• Void challenge • Go and see
Summary1.Deliver the Audit Commission Action plan2.Get to know our customers – data
gathering3.Passionate about diversity4.Plan, organise, mobilise5.Deliver
One OrganisationWe are what we want to be
Excellent
A poor service that has uncertain prospects for improvement
Promising
Uncertain
Poor
Poor Fair
Good
Excellent
Excellent 5 4 2Inspection results from 1st April 2007 to 30th June 2009(71)
Promising 5 27 18Uncertain 2 8
Poor
Poor Fair
Good
Excellent
Excellent
A fair service that has excellent prospects for improvement
Promising
Uncertain
Poor
Poor Fair
Good
Excellent
Excellent
A good service that has excellent prospects for improvement
Promising
Uncertain
Poor
Poor Fair
Good
Excellent
What do we need to do…• Tell it like it is. Be honest.• Make notes of what you want to say and make
sure they hear.• Emphasise what you have done for customers.• Emphasise how customers have benefited from
your work.• Emphasise how customers have felt the
difference over the last year.
Outcomes Outcomes Outcomes
16 months
Month Housing Association Service quality
Improvement prospects
Jun-08 Evesham & Pershore Housing Association Excellent Excellent
2007-2008 Wakefield & District Housing Excellent Excellent
Jun-09 Herefordshire Housing Good Excellent
May-08 Saxon Weald Good Excellent
Feb-09 Manchester & District Housing Association Good Excellent
2007-2008
Nottingham Community Housing Association Good Excellent
Team HHL
Good Luck!