Oaklee Housing Association / Service Review

Review of Tenant Participation Service

Tenant Participation is currently undertaking a review of its service by way of a Continuous Improvement Team.

WHAT IS A CONTINUOUS IMPROVEMENT TEAM?

Continuous Improvement Teams were introduced by The Department of Social Development The aim is to review services within the association, and in the case of tenant participation, the review team consists of tenants, board members and staff from various departments.

Comprehensive service reviews are completed by applying the 4 C's principle. These are to Challenge, Compare, Consult and Compete. This means that under each of the principles we have clear guidance on how to proceed. For example;

Challenge

Why are we providing the service?
What are we trying to achieve? Why?
How does this service contribute/link in to corporate policies?
What has been achieved/not achieved?
Whose need are we meeting?
Is there scope for improving the service?

Compare

How do we compare with other organisations?
How do we compare against the performance indicators of the sector?
Can we identify best practice and learn from other providers?
How do we compare with the top performers?
Identify potential benchmarking partners
Identify differences and innovations

Consult

Be clear about why you are consulting
Use appropriate range of tools

Surveys (telephone, customer satisfaction questionnaires)
Focus groups
Interviews
Tenant groups
Meetings
Customer feedback

Compete

Can we demonstrate that our services are competitive?
Should we market our services to other providers to achieve economy of scale?

We will conduct our review over the next six months and provide a report on our findings in June 2009. This will be at the Tenant Forum AGM and through Oakleaves.