1. Richard Sorensen Tenants Matter Ltd richard@tenants-matter.com Tenants Matter Ltd

2. Managing Relationships Tenants Matter Ltd

3. The ALMO sector - Governance No longer a single model - Arms Length in the minority - Collar Length - Just get on with it - Management Agreement vs Mem & Arts - Self financing & local ambitions Tenants Matter Ltd

4. The ALMO sector - Purpose Not just about council housing - regeneration - other council services eg adult social care - employment - training - neighbourhoods - new build Tenants Matter Ltd

5. Ownership vs Control Outsourcing models - Cheshire West and Chester – fully outsourced to Plus Dane - City West – services delivered by Pinnacle under contract - Woking BC – services directly delivered by Pinnacle under contract Repairs and Maintenance - move to larger, longer contracts - price per property model to control costs -huge implications Tenants Matter Ltd

6. So where does that leave us? Tenants Matter Ltd

7. Making it work Common understanding - Why? - Expectations (both sides) - Clarity of roles - Clarity of ambition - Management agreement vs reality Tenants Matter Ltd

8. Effective Clienting - Relationship management - Compliance - Contract management - Outputs - Partnerships - Roles and responsibilities - Right people in the right place Tenants Matter Ltd

9. Dealing with conflict Understand the roles & relationships - board members - executive team - client side - parenting rather than contractual Tenants Matter Ltd

10. Dealing with conflict Early resolution Understand the causes: - Clarity of objectives - Clarity of roles - Money - Management agreement 10 Tenants Matter Ltd