Improve and Innovate: Thinking differently

Stephen Greenwood - Neighbourhood Services Manager

Natalie Graburn - Neighbourhood Services Coordinator

Todays session

Improve & Innovate; Thinking Differently

Staff: Culture & Behaviours

Services: Service Improvement

Behavioural Framework

Culture & Behaviours

Customer Focus

Problem Solving & Decision Making

Initiative & Innovation

Planning & Project management

Adaptability & Embracing change

Effective Teamwork

Self & Team management

Coaching & Team Development

Emotional Intelligence

Team Results

Objectives

• Communicating & Influencing

• Initiative & Innovation

• Planning & Project management

• Coaching and Team Development

• Self & Team management

Training Matrix…

• Customer Service training

• Compliance

Recruitment

Approach..

Introduced meaningful objectives at

2, 4,& 6 month (Bronze) stages

FUNCTION / LEVEL

START

2 MONTH

4 MONTH

BRONZE

SILVER

GOLD

Neighbourhood Services Operative

15300

15922

16335

16951

18401

19621

Service Improvement

Service Improvement

Service offer

Management of Service

Partnership working and growth

Learning and development

Improved use of technology

Finance & budgeting

Service Offer

Objective: To ensure our service reflects the work we do for

the Trust and our customers.

Branding

Mission Statement

Service Offer - Branding

Service Offer

Mission Statement:

We provide Clean, Safe & Attractive neighbourhoods. A place

where a customer can call home.

Management of Service

Objective: To ensure the team are managed, accountable and have

the right resources to delivery excellent services

• Block/ Mobile Servicing

• Roles & Responsibilities

• Operating model

• Team Structure

Management of Service

Management of Service

Management of Service

Management of Service

Performance management

• Introduction of the supervisor role

• Restructuring the rounds

• Implemented the photobook (Housemark)

• Action plan for minimum grade of 3

Improved use of Technology

Improved use of technology

Objective: To continuously improve our working and

maximise our use of technology to deliver services.

Improved use of technology

Improved use of technology

Efficiencies

• 50% reduction in cleaning and material

costs

• 10% reduction in mileage

• 30% reduction in complaints

• 25% staff efficiencies

Value for Money

Estate Servicing

Additional Services

• Deep Cleaning

• Playarea

• Relief

• Ginnel Management

• Leaf Clearance

• Gritting

Estate Servicing

Estate Servicing

Staff Benefits

• Varied Role

• Closer internal relationships

Team Benefits

• Growth Opportunities

• Maintenance of Stock

• Sustained Tenancies

Land Review

What is the land review?

A review of the external areas of ownership, beyond individual

properties & gardens

Why did we do it?

• Reduce Complaints

• Professionalism

• Digital Approach- GIS

How did we do it?

• 5 staff, 4 weeks, surveying each site.

• GIS specialist uploaded

What were the results?

Play area Management- Insourcing

Background

15 play areas transferred during LSVT from Council.

Inspection regime remained with the Council.

£8000 per annum for weekly inspections & one annual report

What made us change?

Quality of information

Value for Money

Corporate Responsibility & Compliance

Play area Management- Insourcing

How did we change?

• Research

• Training

• Procedure

• Policy

• Staff buy-in

Play area Management- Insourcing

Outcomes

Value for Money

£8000 savings, as inspections are in house

Safety & Compliance

Issues are dealt with quicker which reduces risk of injury.

2014/2015 2015/2016

23 Areas of Medium Risk 5 Areas of Medium Risk

1 Medium High Risk

What is Next

Waste Management: How can we drive a different customer

behaviour.

Removal of bin chutes in the high rises (pilot)

Rapid response to ASB within an improved structure (pilot)

Improved delivery of completing on site repairs

Servicing towers – mobile team vs block

NSF- Neighbourhood Services Facilities

Culture continued – Saying, Thinking, Doing

Behavioural Framework