TAFF HOUSING ASSOCIATION

CHC PR NETWORK PRESENTATION2nd June 2009

ABOUT TAFF

• AROUND 1100 PROPERTIES• £7M + TURNOVER• LANDLORD OPERATION

EXCLUSIVELY CARDIFF• SUPPORT CONTRACTS – CARDIFF,

VALE, NEWPORT• 130 STAFF

MANAGEMENT STRUCTURE

• LEADERSHIP TEAM• OPERATIONAL MANAGEMENT TEAM• DEPARTMENTS AND TEAMS• 6 LOCATIONS• CROSS FUNCTIONAL AND MULTI

LEVEL WORKING

VISION & VALUES

• PROVIDER, PARTNER & EMPLOYER OF CHOICE

• ACCOUNTABILITY, EQUALITY, FLEXIBILITY, OPENNESS, PROFESSIONALISM, & QUALITY

OUR THEMES

– A VALUES DRIVEN CULTURE– COMMUNICATION & BUY IN– MAKE IT EASY– WIN-WIN– TREAT PEOPLE AS INDIVIDUALS

WHAT WE DO

• MUMS & BABIES UNIT, PLAYWORKER

• LEAVING CARE & OTHER VULNERABLE YOUNG WOMEN

• SOMALI ELDERS SCHEME• 9 MANAGING PARTNERS• REFUGEE SCHEMES/ WORK

EXPERIENCE

CONT…

• SPECIALIST FORENSIC SERVICE• OLDER PEOPLE’S SERVICES –

COMMUNITY BASED• RANGE OF CUSTOMER INVOLVEMENT

OPTIONS• B2B• TIMEBANKS• BME HANDBOOK & WEBSITE

www.bmehousingplus.co.uk• INTEGRATE MEMBER

CONT…

• SUMMER SCHOOL FOR TENANT BOARD MEMBERS

• IT PROJECTS FOR OLDER PEOPLE• KITCHEN DLO• HOMELESSNESS ASSISTANCE PROJECT• OUTCOMES STAR• SHMG FUNDED EMPLOYMENT PROJECTS• HR COLLABORATION

INTERNAL COMMUNICATION

• INDUCTION – ‘on job’ and one day session

• INTRANET• STAFF CHARTER• BRIEFINGS EVERY 2 MONTHS• WRITTEN BRIEFING AFTER EVERY

BOARD MEETING• MONTHLY STAFF NEWSLETTER• STAFF FORUM• STAFF CONFERENCES

MOTIVATION

• PSYCHOMETRICS• ENABLING PEOPLE TO BE AMBASSADORS• EMPOWERING AND GIVING THE RIGHT

TOOLS• LEAN• MONTHLY CUSTOMER SERVICE AWARDS• ANNUAL TAFFTA’S• BEST WORKPLACE

IMPLEMENTATION

• BUSINESS PLAN – SMALL NO OF STRATEGIC AIMS• TASKS AND ACTION GROUPS FORMED WITHIN

EACH• STAFF DRAWN FROM ALL AREAS OF BUSINESS• LT & BOARD SPONSOR FOR EACH STRATEGIC

AIM• MONTHLY PROGRESS WITHIN GROUPS,

QUARTERLY REPORT BACK TO WHOLE ORGANISATION

• INTEGRATED INTO APPRAISAL/ PERFORMANCE MANAGEMENT PROCESS

EXTERNAL COMMUNICATION

• EVERY 3 YEARS – STAKEHOLDER AND TENANT/ SERVICE USER SURVEYS

• WEBSITE• CUSTOMER NEWSLETTER• EVENTS• TENANTS’ HANDBOOK• LEAFLETS

CUSTOMER INVOLVEMENT• PRIORITIES COME FROM SURVEY• CUSTOMER INVOLVEMENT ADVISORY PANEL CREATES

PLAN• Customer Information Panel• Individual Tenants’ & Residents’ associations• Tenant focus groups (including the BME Contact Group,

and Young Persons Board)• Tenant survey groups• Exit surveys • Follow-up visits• Repairs satisfaction surveys• ASB satisfaction surveys

INVOLVEMENT OPTIONS cont..

• Social events/community projects• Time Banks• Complaints and compliments – including the

‘you said, we did’ board• Information Tenants• Customers on staff interview panels• Tenant lunches• Involving tenants in scheme inspections• Involving tenants in writing articles for the

newsletter, and on the editorial panel for the newsletter

• Prize draws

ON THE HORIZON

• NEW WEBSITE• FOCUS ON OLDER PERSONS SERVICES• INTERMEDIATE RENTS AND OTHER

INNOVATIVE FINANCE MODELS• MORE WORK ON JOBS & TRAINING• MORE COMMUNITY DEVELOPMENT WORK• PEOPLE & POTENTIAL MANAGEMENT

STRATEGY• FINANCIAL INCLUSION• SUSTAINABILITY

ANY QUESTIONS?