"Innovation in Action" Bromford is a social enterprise that successfully combines a rigorous commercial approach with a strong social purpose. A belief in people is at the heart of Bromford - inspiring people to be their best and unlocking potential.

1. Business insight study visit
Bromford - innovation in action
Welcome
2 June 2015

2. Feel free to share
#HMinsight
Welcome!

3. Why are we (still) here?
John Wade
Russ Fowler
Carole Clark

10. 10

12. 12
Creating homes
and supporting
communities
where people
really want to stay
Our Mission

13. 13
Creating homes
and supporting
communities
where people
really want to stay
Our Mission
Creating
warehouses for
dependent people
and helping them
to stay
dependent.

17. By helping
them unlock
their
potential
Inspiring
people to
be the best
they can
be…

24. Photo by VCU Libraries - Creative Commons Attribution-NonCommercial-ShareAlike License http://www.flickr.com/photos/26324140@N02 Created with Haiku Deck

28. Brea
k

29. It’s not about where you’ve come from
Nick Cummins
Damian Carter

30. Life was simpler…

31. The relationship is the Deal
every contact
every conversation
every touch point

33. What customers are telling us
about the Deal
An opportunity to create a new
home whilst having the support
and chance of self improvement
through the Bromford Deal.
To be enrolled in university or
college furthering my education to
create better prospects for my
family
Jade
The Deal is a great opportunity
for tenants to achieve their goals in life.
Tenants get the support they
need e.g. to pursue their studies
I would like to have training level 3 in health
and social care and then progress my studies
at University to obtain a degree in nursing
Amanda
I am working at the moment, but in my spare
time I would like to help others in need, help
out at play groups, checking on neighbours,
take part in helping with events in the Village
Hall, this would be very rewarding to be part
of the Bromford Deal
My youngest daughter is 12 and is on the
right road to achieve her goals, so now it is
my time, I would like to check out my options
at work to go further with the company. I
love helping others out so would like to take
part in whatever I can, making sure my family
are always ok.
Karen

34. Customer Segmentation

35. questioning +
deep mining
can get to the heart of the
matter and is not satisfied
with the easy option
common sense +
doing the right
thing
not guided by processes
but by key principles
coaching gets customers to come up
with their own solutions
and always has adult to
adult conversations
Colleague skills

37. Service Strands
We live in a place we’re happy to
call home & that is kept in good
working order
We have enough money to pay our
bills & do the things we need to do
We are connected to communities &
social networks & look out for each
other
We feel content & make an effort to
look after our care & well being
Homes Communities
Money Health

38. Telling
Stories

40. How to Get Better At Failing
Amy Morgan
Tom Hartland
Vicky Green
Paul Taylor

41. Getting the right people
on the bus
Helena Moore

42. Hard to get in
House trashers - us vs them
Who are “they”?
Remote leaders
“not my customers”

44. A LITTLE PLAYER WITH
A BIG PERSONALITY!!
GSOH and lots to give WLTM
like minded people out of
my area to chat and share
ideas for friendship … and
maybe more!
LONELY BEAR

46. Service Strands
We live in a place we’re happy to
call home & that is kept in good
working order
We have enough money to pay our
bills & do the things we need to do
We are connected to communities &
social networks & look out for each
other
We feel content & make an effort to
look after our care & well being
Homes Communities
Money Health

47. “At the end of the day we
offer exactly the same
service as any other bank.
But that gives you an
advantage – you can
differentiate through your
people – the way you do
things – that's the stuff
customers will remember.
The way you do things not
what you do.”
First Direct

50. WE’RE STILL THINKING OF YOU.
It seems like ages since we last spoke. But
don’t worry, the team at Bromford haven’t
forgotten about you. We’ll be back in contact
soon

53. Leadership Academy
The facts!
• Started October ’06
• 5 phases and 300 people
• 138 post grads
• 72 colleagues on
Leadership Lite
• 2014 – 83 colleagues on
Essential Leadership

55. ESPERANTO
Would you spend
your last £1k on
this?
Release your inner
accountant
Does it pass the
Pickles test?
www.ebi

56. St*ff
Sati*fied
Dep**tment
Scr*pts
Hous*ing Associ*tion
Ag*nts
Un*t
Ten*nt
He*d office
Visi*n V*lues Missi*n
OUR WORDS

59. Hello......sorry I cannot deal with your mail
immediately.
I am out of the office having the natural
blondness restored to my hair
In the mean time please contact Dee Pardoe
who will be happy to help!
Thanks, Tracy

61. #riots

62. The super Super! #riots

66. Step right up
for the latest
road show!

69. The VVM sweats

70. The VVM cynicism

71. VVM
blindness

73. 2020

74. Valued for wisdom
Rewarded for
loyalty and
experience
Needs clarity of
role
Wants authority
Rewarded for long
hours
Work/life balance
Value social
responsibility
Wants personal
development
Work / life balance
Likes flat structure
and matrices
Flexibility and
collaboration
Loyal to people
not organisations
Empowerment
Collaboration
Fun
Own their personal
development
Work /life blurred
Multiple employers
Own business
Remote work
options
Continual feedback
Rapid progression
Flexibility
Social media
networks
Instant access
Instant answers
Hierarchy = red tape
Veterans /
traditionalists
Baby boomers Gen X Gen Y /
millennials
Gen Z /
digital natives
70-80+ 50 – late 60s Late 30s – late 40s 20 – early 30s Born now – late teens

77. offices? really?! let’s talk space options….

79. New ways of working –
portfolio lives

80. world of freelancers

81. part time: the jobs of choice

84. total transparency?
“If we are all naked we better look good”
Dr Mo Ibrahim Celtel International

86. “Wealth is the possession of whatever gives us happiness,
contentment or a sense of one's significance in the scheme of things."
Ernest W. Watson

87. CSR vs conscious capitalism
Independent of corporate purpose
and culture vs incorporated into
higher purpose
Ethical burden vs reconciles caring
and profitability
Assumes all good deeds desirable
vs good deeds advance core
purpose and create value

88. Changing the way
people learn

90. Changing value of
skills and traits

91. Physical
Attributes
before c20th
recruitment methods are changing
Intelligence and
IQ tests
1900 - 1972
Competence
Skills matrix
1973 - 2010
Potential
2010 -

92. HBR June 2014
potential is ……

93. The capacity to transform
and align an organisation
around a new goal.
senior leadership abilities…

94. Associative thinker
Connects ideas and facts from experiences
& applies across domains
Collaborator
Joins people up with diverse
knowledge to solve problems.
Learns from others & integrates
their ideas
Communicator
Explains ideas
effectively through
multiple mediums
Knowledgeable
Possesses expertise
that is both broad and
deep. Is an
independent learner
Persistent
Continues beyond
the usual or
expected effort
Source Forbes Dec 2014 - NSF research - Ready For The Internet of Things? 5 Skills You'll Need

95. Developing
leadership
capability

96. leaders as life coach

100. BROMFORD
=
BELIEVING IN
PEOPLE
“ “