1. What Residents Want: Partnerships in Maintenance
Will Campbell-Wroe
Managing Director
West Kent Extra

2. Aims of the Session
Interactive session drawing on your experience as a group
Overview of changes in both residents expectations and regulatory changes that impact on residents’ role
How resident empowerment links to repairs and maintenance

3. “What residents want in relation to maintenance”
Interactive Task 1
In Groups of 3-4 spend a couple of minutes thinking about:
“What residents want in relation to maintenance”
Feedback your top three answers

4. Changes in Resident Involvement
Series of changes in the expectations and policy/regulation on resident involvement:
Customer Satisfaction
Gold Standard and Rewarding Tenants
Resident Led Self Regulation
Regulatory Changes

5. Rewarding Tenants Shift in emphasis from punish to reward
Pro-active tenants and community champions
Raised expectations

6. Resident Led Self Regulation
Enhanced role for residents
Move from consultation to scrutiny
Potential shift in the power dynamic
One size doesn’t fit all…

7. TSA and NTV Impact of Cave Review Significant changes in regulation
Continues the trend of tenant empowerment

8. Why is Maintenance Important
Repairs and maintenance consistently the most important issue for tenants
Is cost efficiency and customer satisfaction an ‘unhappy marriage’?
Repairs and maintenance is the frontline of tenant empowerment

9. Interactive Task 2
Thinking about resident involvement and recent changes spend 5 minutes thinking about what you do now to involve residents in repairs and maintenance

10. What do tenants want? I can’t tell you…
I can tell you what West Kent residents want
You need to ask (properly) (and mean it!)

11. Interactive Task 3
Now thinking about what you’ve heard from others and also about changes in resident involvement spend 5 minutes thinking about how you can improve resident involvement in relation to repairs and maintenance.

12. Will Campbell-Wroe T: 01732 749403 E: will.campbell-wroe@wkha.org.uk
Any Questions?
Will Campbell-Wroe T: E: