WHO ARE WE

1
WHO ARE WE

• Swansea and Neath Port Talbot
• 3000 properties
• 95 staff
• 30m development programme
• Urban regeneration specialist
• Mixed residential commercial
• Supported and adapted housing

2
HOW ARE WE DOING

• 30M Development programme
• Leading member of Integrate
• Award winning City Living
• Award winning Adapted housing
• 92 tenants satisfied 63 very satisfied

3
HOW DID WE GET HERE

• What are we doing
• What are we not doing

4
WHAT DONT WE DO

• Lots of strategy
• Targets
• Service standards
• Best value

5
WHAT DONT WE DO

• Investors in people
• Appraisals
• Performance related pay
• Staff meetings
• Staff conferences
• Staff newsletters

6
WHAT DONT WE DO

• Status symbols
• Timesheets/clocking in
• Voicemail
• Reports except when vital
• CC emails
• Secretaries
• Meetings

7
WHAT DONT WE DO

• Work long hours
• Blame people when things go wrong
• Take work too seriously

8
WHAT DO WE DO

• Treat customers as equals
• Aim to get staff to understand what we are trying
  to achieve
• Place a very high value on relationships
• Trust staff to get on with their jobs
• Give staff tools to enable them to act,eg
• Barclaycards
• Budgets

9
WHAT DO WE DO

• Expect most decisions to be taken at front end
• Accept diversity and inconsistency

10
WHAT DO WE DO

• Open diaries
• Accessible senior staff
• Concentrate on outcomes not processes

11
WHAT DO WE DO

• Reasonable pay on incremental scales
• Above average terms and conditions
• Flexible working arrangements
• Hours, homeworking etc
• Yoga classes etc
• Car club
• Cafe

12
WHAT DO WE DO

• Use systems thinking for improvement
• Done by front line staff
• Check on current system from customer point of
  view
• Re-design to reduce waste
• Re-design done by front line staff
• Better performance
• Easier work

13
KEY ISSUES

• Let staff do their job
• Decisions
• Checking/reports
• Only pull senior staff when they choose
• Staff feel that they are personally contributing
  to success of the organisation