Gold Service, the controversial customer reward and incentive scheme
introduced by Irwell Valley confounds the critics with trailblazing successes.
When Irwell Valley Housing introduced Gold Service in 1998, there were more than
a few sceptics resistant to a concept that rewarded tenants for keeping to their tenancy
agreement. Now 10 years on the tenant incentives scheme is a resounding success and
adopted by social landlords and policy think tanks across the country. Awarded the largest Innovation & Good Practice Grant from the Housing Corporation in 1996 to run a pilot scheme. Gold Service set out to improve business performance and reward and incentivise good behaviour.
In the ten years Gold Service has operated at Irwell Valley, 92% of all residents have applied to join the scheme and late and non-payment figures and breaches of tenancy agreements have significantly declined as an increasing number of residents want to take advantage of Gold Service membership.
Gold and Solid Gold members receive weekly financial costs, a faster repair service, education and training grants and a whole range of benefits including discounts at 25,000 retail outlets and music and sports events.
Championed by social entrepreneur Julian Richer and recommended to the housing sector by Government Ministers, Gold Service has earned its chief architect, Dr Tom Manion and the Association numerous awards for innovation and good practice for customer service and business performance across the public and private sector.
The definitive analysis of housing policy "Ends and Means: The future roles of social housing provision in England" publisher in 2007 highlighted the merits of the scheme and Hazel Blears, Labour MP for Salford and Secretary of State for Communities and Local Government cites Gold Service in the Politics of Decency as "a great example of how a subtle combination of personal gain and financial incentives and collective rewards can tip behaviour towards decency."
December 2008 sees the launch of a new Gold Service with even greater incentives.
Members will receive a personalised Gold Service membership and debit card which can be used at a wider range of high street retailers from Pound Stretcher to Selfridges.
Card holders also have the option to convert cash bank into points which can be transferred to a credit union account, to home improvements for which the Association is not responsible, or to pay off any arrears.
Solid Gold members will also be able to contact Irwell Valley contractors directly for repairs and receive unconditional service guarantee.
Irwell Valley's CEO Tom Manion says,
"Our philosophy is simple. Reward and encourage good behaviour and recognise that it is nonsense to provide the same service to everyone, regardless of how they conduct their tenancy.
Since we launched Gold Service ten years ago, 92 per cent of our tenants have signed up to it. That is 92 per cent of our tenants who are motivated to pay their rent on time, take care of their homes, and be good neighbours. The deal for the public purse is that we collect 100 per cent of the rent each year with less effort and our costs are down 15 per cent.
Equally important are the estates we now manage where the milk delivery has been resumed and the taxis turn up. Crime figures are down, residents can get household contents insurance and the buses run after 6pm - all basic things, which many of us take for granted."
December 2 2008
end
Notes to Editors:
Irwell Valley is a Registered Social Landlord and manages over 7000 properties throughout Greater Manchester. For further information visit www.irwellvalleyha.co.uk
For more information about this media release contact:
Vanessa Kirkpatrick
MEDIA, Irwell Valley
M: 07970 512773
E: vanessa@vkmedia.biz