Stephen Flanagan

PERSONAL PROFILE

There are many areas I have weakness, and many areas people are stronger than me, be it systems, experience, or Qualifications, but an area I would challenge any individual with is, my passion for colleagues & customers, my drive and intense focus When I find direction my focus will always intensify, I refer back to my sport and pass time, which is endurance cycling, this fully demonstrates my ability to dig in, and dig deep, and when really needed, find something more or special to see a project through, I’m not for the short term, although I’m fully capable of giving instant results, I’m more about the long term gain, plan and strategy, and believe in my history at Bromford have had many opportunities to demonstrate this, be that with any of our pilots, or overall teams performance

When I work for our customer I do so, with both gratitude and an enormous sense of optimism, knowing fully well that from good safe homes, come great things This is why I’m passionate and driven, this is why my reputation is one who stands beside the customer, or at least behind, but never opposed

COMMUNICATOR / INSPIRE / ENPOWER

As a leader it is important to be understood, to get your message across in a simple clear manner, and I always endeavour to do this

If my earlier qualities are true, and I keep faithful to myself, I find people take inspiration, in someone they believe in, someone that is not an act that truly believes in what they do, and they do what they say To be honest and real, it cannot be an act This can be seen through, if you are to take people on a journey with you, they need to believe in you and take inspiration from this

Empowering people is both easy and difficult, but I truly believe in its force, I have a track record of developing people, no equal in Service delivery, there are numerous examples of people moving on and up from my teams, and living examples today of people going through various mentoring, backfill and secondment projects I have a good record of supporting and believing in people, this is why I tend to have a settled workforce, with little or no movement, other than development

I’m proud of my record when working and developing my teams My present and past record of working across and with teams is beyond question, as an example, I can safely say, that I have developed a good, strong relationship with all in Service Delivery, each and every one of them, and a clear demonstration of the faith people have in me, to work in harmony and humility for a common cause, the benefit of Service Delivery, Bromford and its customers

PROGRESSIVE AND INNOVATIVE

I have always taken pride in looking for the new thing, and different ways of working, I have a good record of working with pilots, and working with other teams to improve OOH, poor weather planning, right down to general performance areas

Worth a note, that under my tenure there is no complaint dated Older than the previous Month, so in November we deal with October / November complaints, now we are in December within two weeks we will be dealing with December / November, this has been an innovation, although to you it may appear obvious, it is not the case in other areas of business, and it was not the case in the past

Insurance works and claims are in a different place, we no longer walk away from insurance work, and leave it to the insurance assessors, we hold them to account for the finishes they provide This year we have had two contractors dismissed from the approved list of our insurance loss adjusters, withholding payment, and delaying a final handover, until we have been fully satisfied Believe it or not, this is new, we have not been aggressive in our actions, the suppliers failed because they did not expect us to take this reasonable stance Time is where I’m poor in this area, I have a very busy day , which doesn’t allow time for thinking or more importantly failing, failing is the most important ingredient in progressing, and there is little time for error I would hope moving forward, I would be able to cut a little more time to innovate

CUSTOMER EXPERIENCE

As explained in previous slides, the secret to productive efficient working, and the key to giving the best service possible to our customers, is collaborative working, when Bromford comes together as one, great things happen, and mountains do move

I have started an initiative working much closer with Customer teams, in my present role, and look to carry this work on, bringing in a greater understanding of each other’s worlds, from CSC , Lettings & Income, Solutions, Localities & Planners, to both synergize and influence the work we do I sit closely beside all customer experience colleagues, I name these people for obvious reasons, I know who they are and have worked hard to develop a positive relationship with them and their teams

A customer needs to be asked the correct simple question, to allow a clear and concise diagnoses of a problem, this is cornerstone of a good fault find, leading eventually to the holy grail of a first time resolution, carried out on a date provided within a reasonable time frame Get this and all other issues fall away, or into place, from complaints, to disrepair A firm understanding of what properties are being requested by lettings and in what area, can lead to a far more efficient way of prioritizing void works, what we do, when and why, we are all linked, there is no need for friction or conflict, it is my role, and those in my immediate team to find synergy and harmony with all our support teams

NEIGHBOURHOODS

As demonstrated on many levels, I’m a great fan of our Localities model, and have always advocated the need for closer working with our Neighborhood coaches, it is an obvious point, but worth highlighting, that ourselves in Service delivery and Localities are the true front line of Bromford, we have the personal relationship and contact with our customer, so the more synergy we can create and encourage will be good for all involved

I genuinely feel an intrinsic part of Localities, and have always felt a strong affinity with them, we serve the customer better working as a team, obviously my energy is best placed in CE working alongside Localities, influencing, supporting & assisting

I will continue to instigate cross team working and develop strong professional working relationships, encouraging Service Delivery leaders to attend Localities meeting and invite localities into Service Delivery meetings My working partner is fundamental in this thinking and blending, and my long lasting relationship with Kev Bennett is and always has been instrumental

There are numerous and obvious areas we benefit each other, from ASB, reporting safeguarding, Fly Tipping, general state of customers’ homes and gardens, reducing glass damage, better use of drains and blocked toilets, reporting repairs in a timely fashion, assisting customers to self-serve, taking a larger overall view on estates and streets, to improve our communities

MEASURE: Repairs should be more targeted, and cost effective, overall performance figures will improve, Customer advocacy will rise, and we have already started delivering on major void identification and resolution, the clue is in the name, CUSTOMER EXPERIENCE

? AREAS TO DEVELOP / LEAD & OPERATE DIFFERENTLY

1 Weakness with systems, although Transformation will level and develop this

2 Patience needs developing, I need to take a longer slower view on my business, and can lead to failings if not checked

3 I need to involve others, certainly peers when moving forward to solutions, I need to consider others in the wider team that may benefit from collective action, or solutions And be accountable in recording and agreeing routes and paths to beneficial outcomes

4 I need to understand the power and impact of good record keeping, and do my bit in ensuring all and any of my actions are understood and recorded in a clear and transparent way, for others to refer, or learn from

5 I have to work on my time management, there is an ever growing workload, and if not managed well, this can become unhealthy

6 I don’t fully understand the new systems, it’s not clear to me what our new system develops or brings, this needs to be digested and worked through from my end

7 I fully express my commitment to doing what is needed for the Team, if I’m needed to do more, or projects in other areas, I’m fully capable and willing to chip in where needed