SHEILA ADAMSON ASSOCIATES LIMITEDHOUSING AND COMMUNITY DEVELOPMENT CONSULTANTS<br />Tenant Feedback…… <br />leading to service improvement<br />
In the 70’s - TP was an idea<br />1980 Act introduced the obligation to consult = NEED TO<br />Then lots of guidance on process <br />= HOW TO<br />Next we had tenure blindness – customers/residents/service users = WHO TO <br />Then, finally we got to standards, inspection, accountability, service improvement and choice = WHY TO<br />And now, demise of TSA and AC = <br />DO WE NEED TO?<br />
DO WE NEED TO?<br />Yes, only the best will survive the next 10 years<br />DO WE KNOW HOW TO?<br />Most people know how to involve residents, BUT too few outcomes – and too many surveys?<br />DO WE KNOW WHO TO? <br />We know but we don’t reach them all<br />WHY TO?<br />Getting better, but nowhere near good enough.<br />Lots of talking, surveying, too little change<br />
USING TENANT FEEDBACK - HOW TO…..<br />COMMON BARRIERS<br />Reaching the harder to engage<br />Over reliance on the “involved residents”<br />IT capacity<br />Poor tracking of impact of feedback<br />Lack of knowledge of what techniques are possible<br />Knowing how many surveys to use, which types, how often<br />Cynicism about resident involvement<br />Capturing intelligence from the front line<br />Departmental silos<br />Not learning from others performance + own complaints<br />Gathering but not using data<br />
How the customer explained it<br />How the project leader understood it<br />How the analyst designed it<br />How the programmer wrote it<br />How the consultant described it<br />How the project was documented<br />What operations installed<br />What the customer was billed<br />How the project was supported<br />What the customer really needed<br />
USING TENANT FEEDBACK - HOW TO…..<br />THE MAIN TOOLS AT YOUR DISPOSAL<br />SURVEYS<br />Postal, face to face (e.g. shopping centre or door to door), telephone, web based, text based, on-line voting on statements, fb etc<br />COMPLAINTS, COMPLIMENTS AND SUGGESTIONS<br />RESIDENT AND COMMUNITY GROUP FEEDBACK<br />FOCUS GROUPS<br />SERVICE REVIEWS<br />RESIDENT SOUNDING BOARD<br />RESIDENT MYSTERY SHOPPERS<br />RESIDENT SERVICE MONITORS<br />RESIDENT INSPECTORS<br />RESIDENT SCRUTINY<br />STAFF FEEDBACK<br />
TENANT FEEDBACK - HOW TO…..<br />USE TOOLS WISELY<br />FOCUS, TARGET, PRIORITISE <br />Develop a strategy for the use you will make of feedback mechanisms <br />Develop an annual Consultation and Communication diary – schedule in what you want to find out and which tools you will use<br />Make best use of your Customer Sounding Board or Resident Pool to get feedback – don’t go straight to involved residents – keep them involved strategically and present feedback to them towards end of process<br />Make sure that each service area runs 2 focus groups a year (or combine services or work geographically) – one with a good cross section of tenants and the other with recent, (preferably disgruntled) service users<br />
USING TENANT FEEDBACK - HOW TO…..<br />Be clear what surveys you will use – across all teams, combine these wherever possible to avoid survey fatigue<br />In hot spots, have a local strategy – what will you measure in order to judge improvement<br />Try to co-ordinate what resident scrutiny and service reviews are going on and feed information into these from all of your feedback gathering activities<br />Don’t constantly add to the range of questions you are always asking people – refine this as you go along<br />One off questions can be asked in many different ways – match with people/area concerned<br />
USING TENANT FEEDBACK - HOW TO…..<br />Stop asking people to tell you their name and address – one sure way to put them off completing anything for you, you contacted them, don’t you know?<br />Encourage tenant aspirations…….. What would they want their home, neighbourhood – your services to look like in future<br />Raise awareness of standards and related costs – and value for money, don’t just ask if they like what they have now<br />Test views on being offered more choice and paying extra for an extra service<br />If use of a particular tool is not securing the feedback you need, fix it or dump it<br />
If services are not improving as a result of all of your resident involvement, analyse why, and do it sooner, rather than later<br />EXTERNAL SCRUTINY IS ON THE WAY OUT FOR MOST OF US, BUT RESIDENT LED SELF REGULATION IS THE ROAD TO EXCELLENCE…….<br />OR FOR SOME……… SIMPLE SURVIVAL<br />RESIDENT EMPOWERMENT<br />
Any questions?<br />Blah, blah, blah …………. and ACT<br />
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