Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
ii. Incentivise staff
Case study three:
Senior staff should consider offering
financial rewards to staff if they hit all
corporate goals. If staff can see;
AmicusHorizon’s
five Gold Medals
1. a direct personal benefit to their
organisation’s success; and
2. engaging residents boosts the
chances they’ll succeed;
We set a target in our 2013/16 strategic
plan to be the best performing large landlord
in the UK by March 2016. The five ‘Gold
Medals’ set in conjunction with residents to
judge whether this has been achieved are:
they’ll be far more likely to buy-in to
involvement. Organisation-wide incentives
of this type help prevent involvement
being seen as the preserve of a specialist
resident involvement or governance
team. They also underline the importance
of involvement to the business.
zz Resident satisfaction
zz Repair satisfaction
zz Satisfaction with handling antisocial
behaviour
zz Satisfaction with handling complaints
zz Average re-let times.
Build trust
Four of the five are satisfaction measures –
residents judge our success - so staff have
a very clear motivation to deliver services
matching residents’ preferences. As an
additional incentive, all staff are eligible for
a performance-related bonus should all
of the respective targets be achieved.
Trust is essential. It provides the confidence all
parties – residents, staff and board – are working
towards the same goals. It also means they’ll
work harder, show greater loyalty, contribute
better ideas and work through disagreements.
Our top tips for building and
maintaining trust are:
Since 2012 we’ve also got every single
member of staff to write a sentence in
their annual objectives to show how these
will benefit residents. This completes
the ‘golden thread’ of the strategic plan
ensuring the work of every member
of staff, even those in the back-office,
can be linked directly to the ambition of
delivering brilliant customer service.
zz A
ct upon resident feedback quickly and
communicate the impact
zz Respond quickly to any ad-hoc requests.
zz Get residents involved in high profile activities
including procurement, staff interviews and
complaints panels
zz Let residents take leadership roles in scrutiny
projects and determine which parts of the
business are scrutinised and when
zz Consult residents in the early stages of
strategy and policy development and grant
them opportunities to revise draft versions
zz Allocate spaces on your board to residents;
transparency then extends right to the
top of the organisation with no scope for
perceptions of a ‘hidden agenda’
zz Work with residents to design easy-to-use
performance reports.
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