As a Housing Association Corporate Services & HR Manager for over 11 years, I had a leading role in managing change and my previous experience in this area was a significant factor in my appointment in 2003.

I demonstrate a strong commitment to the principles of consultation, negotiation, agreement, implementation and review by:

• involving and challenging staff
• taking account of their vision and ideas
• identifying areas of common ground
• identifying barriers to success
• devising and implementing Change Management Plans

Stock Transfer - My previous experience in stock transfer and organisational transformation was invaluable to my previous employer throughout the Second Stage Transfer of 700 homes from Glasgow Housing Association in January 2011 and I played a key role in preparing the organisation’s Management Committee and staff for this stock transfer.

My Second Stage Transfer Change Management Plan ensured a smooth transition for committee members, tenants and staff and guided the organisation through:

• the ballot process
• our publicity campaign
• TUPE transfer of staff
• staffing restructure

Staff Restructuring - I led the re-structuring of the Association’s Housing Services Team in 2007 removing the Maintenance Inspectors from their multi-functional Housing Management teams to create a stan- alone Maintenance Team.   This maximised the benefits of their combined knowledge of maintenance and repairs issues, provided a more effective deployment of staff resources and ultimately improved the delivery of the repairs service to our tenants and factored owners.

Reception Review - I produced and implemented a Reception Team Training Plan aimed at the team of three staff who provided Reception and repairs clerical services.   A significant part of the tailored training was based on Myres-Briggs Type Indicator test (MBTI) as a way of enlightening staff to the attitudinal aspects of excellent customer care.   

Office Relocation – I project managed the Association’s re-location to new office premises in 2005. The relocation provided many opportunities to change the way in which our front line services are delivered, introducing:

• new two person reception team
• vastly improved, accessible reception with increased interview facilities
• Senior Housing Officers available ‘on demand’ via Duty Officer approach
• Switchboard telephone function replaced with direct dial system with effective performance management tool

Delivering Continuous Improvement

My experience of delivering service improvements has been wide ranging thoughout my 37 year housing career.  My reputation is well known in Glasgow, I have led in innovative approaches to house letting in Pollokshaws, Castlemilk and Sighthill and have a long standing track record in dealing with homelessness and managing properties in low demand.

In recent years I have driven a number of policy and procedural changes such as:

• Internal Management Plan format
• Performance and Development Review
• introduction of archive scanning
• Performance Management Framework

Leading a Continuous Improvement programme was one of my Key Objectives in my previous role which involved:

• reviewing and streamlining processes
• ensuring continuous improvement
• ensuring effective change. 

In involving staff in reviewing the policies and procedures they operate, I encourage individuals to question existing practices to improve service delivery.   I am fortunate to have a strong housing management and customer care background and this has assisted me in leading detailed Continuous Improvement Reviews.   I have conducted Continuous Improvement Reviews of:

• Communication Strategy
• Insurance Claims Procedure
• Arrears Management
• Void Management
• House Letting
• Complaints Handling Procedure

Please contact me:

Anne@robertsonpolicy.com

Recruitment@robertsonpolicy.com

07887 762296