Catch A £95 Train

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Regular readers here will have seen me moan about the quality of training, on blogposts here. I also will moan in real life, to anyone else who will listen. In addition, the price of training, conferences and exhibitions, can be pretty eye-watering. So expensive that current trimmed budgets would never allow more than a handful of courses to be attended annually, if that.

Why are courses so expensive, when often the trainers themselves are paid often a fraction of what a single delegate may be charged? Well venues are often high ticket. Typical conference style hotels, often not so close to public transport, push up prices. A buffet lunch with the customary prawn sandwiches, much maligned by (often resident/tenant) observers, can add £80 to a training course place.

Big hotels are not always ideal. Indeed some of my best training experiences, both sides of the room, often have been in small groups, of under twenty attendees. My local community library, totally funded by volunteer donations, often is used for small courses.

Rather than the stock conference hotel buffet, my favourite eating experience at a training session was at a little community café, adjacent to the training area, where for about a fiver, I got a brilliant tasty baguette sandwich, homemade flapjack and a large real coffee. Those experiences are few and far between however and not currently the norm.

I got into a conversation earlier this year with all round good egg and social housing collaborator Barry Marlow, about the above. We both agreed that it could be a lot better, there must be a different way to offer training, while keeping price for the day low and as a spin off, benefit regional community groups and organisations.

Nearly six months later, Barry has put a new training offer together, which tries to hit the spot on all the points I have outlined above. Firstly its key to offer diverse training courses to tackle new subjects, that existing ones do not, keeping costs down to £95 per day, per delegate.

Course numbers are designed to be small, under twenty and provided in a range of community venues, across the UK. This enables us to give back and organically support these community groups, who form the fabric of our neighbourhoods and communities. All have a café or place for delegates to grab lunch nearby. This enables us to give back to the area where the training occurs. Key of all, these places are easy to get to and in most cases, less than a 15 minute walk from stations or transport hubs, with lots of free parking if you travel by car. Venues are designed to be near you, so travel and your carbon footprint reduced.

Look out as I will be doing some training sessions in the coming months. Eleven trainers are already collaborating, including Phil Murphy (Better fire safety for residents and landlords), John Popham (Digital tools, getting the most from social media) and Anna O’Halloran (Social Housing behavioural insights).

Have a look at the courses on offer at Training95 – hopefully I will see you at  a community venue soon! 😉

Checkout the new way to access training at https://www.training95.com/home

Book on this link – https://www.training95.com/events


Related Post: How many Social Housing self Service Offerings fall well short of real-world offerings?  

 

Catch the blog monthly archive at https://soundcloud.com/housingitguy/

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Free – Catch A Train.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
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. . . . . . . . . . .

Love Travel (on the customer journey)

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Repairs, repairs. repairs.. such a lot of repairs action these last few weeks. I don't know if its increased arrears fears with it being the anniversary of the (spare) bedroom (subsidy) tax and fears of more caps to come, that is putting the (white LED) spotlight on repairs. But I do seem to be looking into a lot of repairs for my customers.

A lot of questions you might recognise go into the mix. Better diagnosis or broader originally, performance of internal workforce/contracted major contractor, improved interfaces/bulk invoicing, lastly the most important, when its recognised, improving the 'Customer Journey'.   

Do you recognise the real meaning of 'The Customer Journey'? More pointedly, how often do you have all parts in that long chain, in one room to share experiences, tackle challenges and make improvements quickly? Each Tuesday morning I attend a meeting with one of my larger customers in the West Midlands managing over 18,000 homes. Its only an hour, but because we have a full chain from Customer services, scripting, assets, repairs, dispatcher, an IT chap and trade operative (An excellent 'Plumber' since you ask, don't DM me for foreigners(!). I do my best to not miss any of these. I would even make a special journey to go to it, for the hour, if I was not working for the whole day there.

Most weeks we solve or change something. although everyone has their corner/team to look after, we don't get upset when a mirror is held up to reflect something we can improve. More importantly we dig down to seek the real cause of our issues and usually by the meeting following, someone can report some improvement or a nugget of greater insight.   

The few people at other RSL's I have talked with about this approach have all, surprisingly for me, found this remarkable. Doing it so often, or even achieving it at all. If you are not doing this regularly in your organisation, in my opinion you are missing a trick. Consistently good customer service is the cornerstone of great service delivery and achieving best value for money.

Failures when we log our customer requests and problems on the doorstep can be so useful to us. Bring them on, bring them to us and get the journey members in a room to solve them. Discuss, solve, improve brothers and sisters, you know it makes sense.

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If you are free later this month 30th April 2014 (in London) or 22nd May 2014 (in Manchester) and looking to better tackle your repairs reporting and improve your service, read more here about the one day workshops, with the Rod Laird people http://www.rodlaird.co.uk/default.asp?page=1466
Places are booking up fast. I will be exploring what to measure, how to maintain accuracy, what can go wrong and how your IT systems can help (not hinder) with your task. 

Also, a big shout out to everyone who said hello at the Stoke road-show event this week, great to see some old friends again, hopefully it wont be long until I see you at a free bar or buffet again soon. You know who you are Simon 8 - )


You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to, cutting your waste:

http://tonysmiththathousingitguy.blogspot.com/2013/02/what-waste.html

Danko Jones - Love Travel.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Believe That I Understand (my Repairs KPIs)

If you do the Twitter thing, follow me at @hotpixUK

or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Repairs is such a large area of expenditure and for most housing organisations, takes up over half of all calls and communications received. In these times of austerity, good analysis of repairs data can make the difference between surplus and deficiet for many. Demonstrating value for money and social value in your communities is also of importance.

So how should this be tackled? Do we understand our service? What do our residents, tenants and other 'customers' want from the repairs service? Do we understand our resources available to deliver our service? Are we adequately distinguishing responsive and planned expenditure. How do we design our KPI's to measure it all properly?

While housing organisations are all essentially providing similar themes in a repairs service, geography, type of resident or other factors will uniquely shape yours. Understanding schedule of rates and how these can be your friend in shaping how your repairs are reported, diagnosed and costed is crucial to managing your service. I have worked with organisations who are comfortable with operating with 3,000+ and paradoxically others who survive on just 60 'find fault and rectify' type items. Of course, there all shades in between. The latter follow a more 'John Seddon/Vanguard' approach, while the former might suit more an internal DLO type structure.

Neither extreme is right or wrong, nor the shades in between. However an understanding can help you make the most of your situation and assist in the design of the KPI's you need in shaping your own service. Over the past couple of decades, repairs have generally been graded by priority into Emergency, Urgent and Routine. Recent thinking questions this approach and many are now moving to more of an Emergency, plus the rest philosophy in terms of service. This can have benefits, but also put stress onto your resources.

Once measuring and generating KPIs, it is also important to benchmark against your peers and neighbours in the area, or your field of operation, to generate insight and to take advantage of good practice. For example, if your specialty is Care & Support, benchmark with other C&S providers.

Your KPI's need to be believable too, particularly measurements of satisfaction. How should you tackle this? There are many methods of collecting satisfaction. These range from traditional carding of customers after repairs completed, to automatic polling, manual polling using a call centre and increasingly partnering contractors measuring it, in order to satisfy bonus thresholds. Partnering often involves certain levels of trust, but can you really trust your contractors always hitting that 95% satisfaction KPI, which triggers bonus payments?

Presentation of your KPI's also need to be taloired to your target audience. This could be your own repairs staff or contractors, in order to drive improvements. In this case, exception reports might be the best medium. For your board, main stakeholders or external funders, more of a dashboard, is likely to hit the spot. There are plenty of fancy-pants products out there to present your KPIs in a neat set of dials and progress bars etc. However, smaller organisations can cope just as well using Excel.

A little bit of guidence is often all you need to set you on the right path. Thats why we have teamed up with those good eggs at the Rod Laird organisation, to present two courses to help with repairs KPI's and reporting this spring. To book in London or Manchester, follow this link http://www.rodlaird.co.uk/default.asp?page=1583  

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to : Drones in housing, dropping in near you soon?

Magazine - Believe That I Understand.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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