1. Best Practice Scheme Launch Stormont Hotel, Belfast 24 January 2008

2. Jean Fulton Group Chief Executive

3. Workshop Overview Jean Fulton - Group Chief Executive oAbout BIH oBIH & Quality oBest Practice Alan Rea – Director of Housing oCustomer Consultation Siobhan Mullan – Performance & Standards Manager oStaff Consultation oCustomer Focus

4. About BIH Registered Housing Association (HA) Established in 1976 Voluntary Board – 15 members Currently manage and maintain approximately 4400 properties – largest housing association in NI Staff –127 full time posts

5. BIH HOUSING GROUP

6. BIH – A growing organisation A people centred company

7. BIH & Quality We believe it is important to seek recognition for our achievements and success

8. BIH & Quality Commitment to delivering quality services Investors in People (Staff) ISO 9001:2000 (Processes) EFQM (Organisation) Benchmarking Clients Charter (Development) Best Value Charter Mark (Customers) Continuous Improvement

9. Best Practice BIH has been recognised for Best Practice in: Consultation o Consulting with customers o Consulting with staff Customer focus

10. Alan Rea Director of Housing Consulting Customers

11. Consulting with Customers We recognise that customer involvement is vital to delivering responsive, efficient and effective services

12. Tenant Participation Strategy BIH Tenant Participation Strategy (2006) aims to encourage all tenants to participate in: Management of their homes Design, improvement & monitoring of BIH services Running of the organisation at Board & Committee level

13. High level: Board of Management & Committees Tenants Associations Community Groups Tenants Forum Tenant Participation Strategy BIH offers Choice in level of involvement offered:

14. Tenant Participation Strategy BIH offers Choice in level of involvement: Standard: Surveys Focus Groups One to one interviews Scheme surgeries Local consultation Tenants’ Tattler Medium: Tenant Voices Mystery Shopping Tenant Consultation Database Repairs & Maintenance Area Meetings Service Improvement Teams Tenants Conference

15. Commitment of Resources Budget Staff Training Target specific groups Promotion Tenant Participation Compact

16. Monitoring of Strategy Management, staff, tenants to ensure relevance Key Performance Indicators in place to aid monitoring of strategy Formal review 2009

17. Consulting Staff Siobhan Mullan Performance & Standards Manager

18. Staff Consultation We aim to consult with staff across the organisation at all levels

19. Current Initiatives InitiativeFrequency Staff Consultative ForumBi-annual Continuous Improvement Team Monthly Staff Attitude SurveyBiennially Team meetingsWeekly Managers MeetingWeekly Senior Executives MeetingWeekly Quarterly Management ReviewQuarterly

20. Customer Focus

21. Customer Focused Service We are extremely proud of the service we deliver to our customers

22. Customer Service Standards Meaningful to customers Relevant to the services we provide Advise customers of the level of service they can expect to receive Invites customers to help us deliver an effective service Published annually Alternative formats available / offered

23. Review & Monitoring Annual review by: o Tenants’ Forum o Continuous Improvement Team Performance against standards monitored & reported annually

24. Reporting Performance Annual performance report to tenants: –Development –Repairs –Adaptations –Equality Duty –Charges –Complaints –Tenant Participation Charter Mark Best Practice recognition

25. Jean Fulton Group Chief Executive

26. Effects Positive effect on –whole organisation –staff involved –tenants involved Ensures Customer Services are: –relevant –up to date –meaningful

27. Satisfaction Levels Tenant satisfaction levels with BIH: 82% 200689% 2007 (76% 2007 National benchmark) Staff satisfaction levels with BIH: 64% 200580% 2007 (47% 2007 National benchmark)

28. Additional Measures Use of in-house skills & expertise ensuring value for money Use of IT – Staff Attitude Survey completed online Appreciation to participants demonstrated by 1 hour flexi-time credit Provision of affordable survey services to other housing associations which do not have resources in-house

29. Thank you Questions?