1. Compania
Community
through
Creative collaboration
John Coulthard DMS MBA
jc@compania.org.uk

2. In a society that seems
fragmented, votes less,
where fear is seen as a
significant motivator,
where outsourcing reduces
the relevance of local
politicians, where people
are derogatorily
segmented... How should we
engage with the citizen?

3. It all starts with
community… do
nothing and they
may form over
many years. But we
don’t have time for
that… people need
the help to create
them now.

4. A not just for profit enterprise to
provide caretaking-plus services
by Veterans, for Social Housing
in London.. a community
concierge brings a
neighbourhood together and
reduces housing management
costs though better occupancy,
greater social cohesion,
alongside lower maintenance and
repair costs

5. Intention to Action

7. Image of something unpleasant

8. The Compania circle of action
In the language
of the citizen
That leads to a
long and viable
Deliver a
relationship message or
between the
proposition
citizen and the
public service
That leads to a
beneficial That resonates
outcome or with the
change for the citizen
citizen
That connects
them to the With a
compelling call
service or a
provider to action
©John
Coulthard

9. The Compania circle of action
In the language
of the citizen
That leads to a
long and viable
Deliver a
Marketing and
relationship message or
Business between the
citizen and the
proposition Communication
public service
and
Service User
intelligence
That leads to a
beneficial That resonates
outcome or with the
change for the citizen
citizen
That connects
them to the With a
compelling call
service or a
provider to action
Relationship
Management
©John
Coulthard

10. Service to
the
citizen

11. Service
to the Business
citizen

12. Service to
the
citizen
Co-Production
Citizen Business

13. Service to
the
citizen
Innovation
Citizen Business
Prevention
And
Self help

14. Target
Influencers
(1%)
Establish
Credibility
Ac?vate
Audiences
(100%)
Spread
Deliver
the
Word
Relevant
(10%)
Messages

15. Social housing
• an asset
• As the start of something
• A place of community, safety
and neighbourhood
• Where people are encouraged to
help and volunteer

16. In reality
• Most deprived
• 1/4 are dissatisfied with their
neighbourhood
• 1/5 have upkeep problems
• 1/5 fear of drug dealers and
crime
• 1/3 feel unsafe
• Only half trust their neighbours

17. Focus on community
• Real people based interventions
• Start with the 1%
• Innovate where necessary
• Build to scale
• Make easy to find and act
• Strong community involvement
on targeted outcomes
• Integrate advocacy

18. Community Concierge
local, multi-skilled staff to carry
out tasks such as repairs,
inspections, cleaning and some
housing management functions
such as grounds maintenance,
cyclical maintenance, and
involvement in community
affairs, working with a residents’
association and encouraging
crime prevention measures.

19. What do we do?
• 39% repairs inspections
• 18% administrative tasks
• 15% housing management
(dealing with complaints/
tenancy matters)
• 12% carrying out repairs
• 9% ‘community development’
• 5% liaising with contractors
• 2% removing bulk rubbish

20. Quick, flexible and responsive services These
proved popular with residents and residents were more likely to care for their
environment if high standards were maintained.
Increased staff satisfaction (providing the reorganisation is well
managed). Those interviewed felt that many housing staff were demoralised and cynical,
seeing problems arise but unable to act due to organisational structure. Interviewees felt
that giving dedicated staff the authority to make a difference and the tools to do the
job was a great motivator, reducing absenteeism and greatly improving
the service to residents.
Cost-effectiveness Some benefits may be hidden;
caretaking plus allowed many problems to be tackled before
they got out of hand.

21. Why do this?
• Social Value Act 2012 – a must
• Return on your current
investment – good value
• CSR – if you must

22. What are the costs?

23. So how does that stack
up?

24. And what is the
difference?