1 Background Michael Gelling OBE CIHM SPBM Performance Event for Smaller Housing Associations (Landlords) a tenant and resident perspective

2 Background Tenants And Residents Organisations of England Largest non-funded national tenant organisation in England a tenant and resident perspective

3 Background Run by a Board of 12 tenants (Oct 2011 – Oct 2012 only 7 tenants) plus 2 tenant cooptees a tenant and resident perspective

4 Background Also have 3 professional honorary advisors 2 fantastic members of staff 1 volunteer a tenant and resident perspective

5 Background Independent income is raised by working with partners, landlords and tenants a tenant and resident perspective

6 Background Training and Speaking events Working with partners, running conferences, recruitment advice and involvement for both staff and tenants a tenant and resident perspective

7 Background What is satisfaction or great performance? a tenant and resident perspective

8 Background Tenant satisfaction is personal Performance is measured against a personal experience a tenant and resident perspective

9 Background Organisations measure against things that no one understands 95% satisfaction (95% of what)?? a tenant and resident perspective

10 Background Internal targets that mean nothing “Our internal target of 95% has been achieved” ???? a tenant and resident perspective

11 Background Reality checks are checks that are made against other landlords in the same street/estate/town a tenant and resident perspective

12 Background Reality checks carried out by independent, well trained and well supported tenants who may not be yours? a tenant and resident perspective

13 Background Tenant Panels Remit Areas covered Who do they represent Accreditation a tenant and resident perspective

14 Background Speaking to organisations who have a great deal in common and are best placed to create, with their tenants, ‘Tenant Panels’ a tenant and resident perspective

15 Background Your tenants know:- you your services your contractors your geographical area a tenant and resident perspective

16 Background Value for money can be achieved by organisations who are brave enough to recognise a tenant and resident perspective

17 Background what they are good at but more importantly what they are not so good at a tenant and resident perspective

18 Background Value for money Best feedback is from:- *receive services*complaints *reported repairs*inspections a tenant and resident perspective

19 Background Change is easy but you do need to have things in place a tenant and resident perspective

20 Background A culture that embraces change Anyone can have an idea that will be welcomed a tenant and resident perspective

21 Background Eradicate the fear of change to individuals Jobs being safe A ‘no blame’ regime a tenant and resident perspective

22 Background A culture that embraces it A mistake in strategy becomes a learning point Flexibility in job roles a tenant and resident perspective

23 Background Remiss if I did not mention good quality benchmarking HouseMark and STAR a tenant and resident perspective

24 Background Not rocket science and if everyone has signed up it will happen a tenant and resident perspective

25 Background also Creating your own local benchmarking a tenant and resident perspective

26 Thank you and willing to answer any questions after Rafael’s slot a tenant and resident perspective

27 TAROE Tel: Website: Tenants and Residents Organisations of England