It’s been a very difficult 2011– in terms of the economy and the levels of expectations everybody has had to pull back from over the year.
As a company, we’ve had to sharpen our focus even more, but as a result we’re generating more money, more efficiencies, achieved lower absenteeism and higher levels of customer satisfaction.
We’ve tried to get away from the sanitised, procedural mentality that affects the sector. We’ll continue to deliver excellent management services, but the message I want to get across to colleagues especially is that the housing function should be discreet, in the background. We shouldn’t be obsessed with ‘How’s your housing? How’s your housing?’
What should be of equal concern in our service delivery is ‘How’s your health, your education, your employment opportunities, your well-being?’
Our Resident Engagement events are a highlight of the last year and transformed communication between colleagues and customers.
Formal consultations about policies and procedures are important, but they can be boring.
When you add the ‘social’ - as Irwell Valley has through the dozen and more Resident Engagement events, that’s when you get to the heart of the matter.
I have letters from residents who’ve enjoyed the entertainment and opportunity to meet more distant neighbours – and who look forward to the next night out.
We’ve had genuine conversations in a relaxed atmosphere not only about, for instance, what you expect from us regarding Gold Service, rent collection and repairs - and what we expect from you - but we’ve also found out how people want to live their lives.
The benefits are mutual. Perceptions have changed and we have rich comment for future strategies.
So thank you everyone for your support over the last 12 months. Irwell Valley is now in an incredibly strong position where we can enhance the services we offer and provide more and more things that people want rather than the traditional basic services.
Our priority for 2012 is to maintain a direct, meaningful contact with residents that unlocks the potential in all of us and creates great neighbourhoods and places to live and work.
Have a great Christmas and best wishes for the year ahead.
