Life after Zero Stars

Peter BrownHerefordshire Housing

Excellent

A poor service that has uncertain prospects for improvement

Promising

Uncertain

Poor

Poor Fair

Good

Excellent

• It’s not fair• AC inspection is a rubbish process• Our PIs are good• The inspectors didn’t like us• They didn’t tell us• They didn’t ask me

• It’s not fair• AC inspection is a rubbish process• Our PIs are good• The inspectors didn’t like us• They didn’t tell us• They didn’t ask me

Organisation is small

It went wrong

Audit Commission are knowledgeableInspectors want you to do wellInspection is methodologically sound

Some principles

We can change it

Let’s find out why, and do it rightTheir judgment is probably accurateThey have no ‘axe to grind’We need to understand the process

Chair – Audit Commission

• ambitious leadership• strong financial management• good communication with their

customers• effective performance

management, supported by accurate, timely and localised information

• Culture that is open to review and challenge• Self critical and learning• Actively seek out and copy the best

“That is how I believe organisations improve – by transforming their own cultures to be more innovative and by learning from the success of others.”

Planned

• Corporate Plan• Values

Customer FocusContinuous ImprovementTeamworkPassionate about Diversity

we’ll achieve this day-by-day by ….• being forward looking

• being “can-do” - finding solutions

• putting mutual respect high on our agenda

• learning from our experience, not blaming

• seeing each other as colleagues & customers

• Investing in our people: training for the future

• believing in ourselves

• celebrating what’s going well

Dream Landlord• Get the basics right :

– commitment to delivering a quality service;– competent and polite service from frontline

delivery staff;– speedy repairs completed to a high standard;– listening to tenants;– security;– affordable rent.

Going the extra mile• quick response to enquiries, needs, complaints;• choice as a guiding principle;• options and support to buy;• attention to the appearance of the area,

including communal areas and gardens;• modernisation, not just repairs;• inclusive service, with attention paid to the

needs of ALL groups;• excellent contractor management.

ABOVE ALL –

Get the basics right and

whatever we do, do it well

Get to know you customers

• Go out to estates, walk around, meet Housing Officers, tenants, stakeholders. Take photos.

• Collect data. Analyse it. Use it.• Understand diversity

Discipline

• Corporate Plan• Action Plans• Appraisals• Discipline on regularity of meetings,

agendas, matter arising, reports.• Build the planning process. Do it early.

Hold each other to account.• Create the Business Excellence Team.

Corporate Plan

Service Plan

YOUAppraisals/1:2:1

Team

• Corporate Plan champions• IIP champions• Complaints champions• Asset Management group• Value for Money group• Wider Management Team• BIG DAY OUT

Communication

• 5 all staff briefings.• Monthly What’s Going Well.• Monthly Team Briefing.• 2 weekly Wider Management

Team.• SMT out and about.

Check and Test

• Key Performance Indicators.

• Quality Housing Services.

• Investors in People• Mystery Shopping• Void challenge • Go and see

Summary1.Deliver the Audit Commission Action plan2.Get to know our customers – data

gathering3.Passionate about diversity4.Plan, organise, mobilise5.Deliver

One OrganisationWe are what we want to be

Excellent

A poor service that has uncertain prospects for improvement

Promising

Uncertain

Poor

Poor Fair

Good

Excellent

Excellent 5 4 2Inspection results from 1st April 2007 to 30th June 2009(71)

Promising 5 27 18Uncertain 2 8

Poor

Poor Fair

Good

Excellent

Excellent

A fair service that has excellent prospects for improvement

Promising

Uncertain

Poor

Poor Fair

Good

Excellent

Excellent

A good service that has excellent prospects for improvement

Promising

Uncertain

Poor

Poor Fair

Good

Excellent

What do we need to do…• Tell it like it is. Be honest.• Make notes of what you want to say and make

sure they hear.• Emphasise what you have done for customers.• Emphasise how customers have benefited from

your work.• Emphasise how customers have felt the

difference over the last year.

Outcomes Outcomes Outcomes

16 months

Month Housing Association Service quality

Improvement prospects 

Jun-08 Evesham & Pershore Housing Association Excellent Excellent

2007-2008 Wakefield & District Housing Excellent Excellent

Jun-09 Herefordshire Housing Good Excellent

May-08 Saxon Weald  Good Excellent

Feb-09 Manchester & District Housing Association Good Excellent

2007-2008

Nottingham Community Housing  Association Good Excellent

Team HHL

Good Luck!