Town & Country Housing Group

http://www.tchg.org.uk

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Best Company to work for in the UK
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NEW STARTERS QUICKLY feel at home at Tunbridge Wells-based Town & Country Housing Group. The organisation's buddy system helps staff feel cared for by their colleagues, and they give a positive score of 78% for this question. The small social housing provider, which has 9,000 affordable properties across Sussex, Kent, Surrey and south London, offers benefits such as a subsidised healthcare plan and free massages on “stress awareness day”. A focus on career development, with £152,334 spent on training last year, results in employees feeling their job is good for their own personal growth (72%). A dedicated community team raised £350,000 last year to support local causes, and the workforce believes the social landlord has a strong social conscience (81%). www.tchg.org.uk

Featured Workplace Factors

My Company

95% of staff agreed

I believe I can make a valuable contribution to the success of this organisation

This is year two of Town and Country Housing Group ‘Journey to Customer Excellence', a customer experience programme based on empowering staff; encouraging teamwork; and promoting customer service. Cross team working groups were established and asked to develop ideas that would benefit the Group. The ideas were presented by each Group at the staff conference in December 2014 with many of ideas being taken forward. For example, the development of an app for tenants to facilitate mobile access to their account. One of the groups established was the 'Buddy' group. The role of a Buddy is to help new members of staff settle into the organisation and highlight the Group's commitment to customer excellence. Buddies explain what this means in practice using the 'brilliant basics' - a shared commitment to responding to all customers promptly and resolving problems at the earliest stage. Another idea that has been implemented is a shadowing scheme to facilitate understanding of other team's, their roles. The scheme was established in April 2015 with positive feedback and good take-up. This summer continuous improvement groups from across the organisation have also been established with a view to improving organizational wide issues, such as the mutual exchange process. The recent challenge for the cross team working Groups was to develop ideas for community action days. Staff ran sessions to support tenants during Customer Service Week and the activities culminated in a highly successful family fun day run by staff with the theme of managing Christmas on a budget.

Giving Something Back

94% of staff agreed

My organisation encourages charitable activities

All of the staff at Town and Country Housing Group are familiar with the vision and values of the group, there are posters all around the building and all new starters receive a copy of the vision and values in their induction pack. The values are replicated on mouse mats, calendars and even sweets! that are given to new starters. The values were central to the development of competencies for managers and staff and to the development of the customer experience programme. Living the values is a key theme and links into the company's customer service goals; responding to queries promptly, respecting others, being responsive and taking ownership. The values are also held on the website and are part of the golden thread that links what Town and Country Housing Group do in terms of service delivery to their values. Pride is the first value and the one most people identify with. The Buddies, who mentor new staff, go through the values with them at a face to face meeting. New managers have a delivery plan that stems from the company vision and values and is monitored through the leadership group on a monthly basis. The company's internal training programmes will also be aligned more closely to their values from next year.

My Manager

88% of staff agreed

I feel that my manager talks openly and honestly with me

All of the staff at Town and Country Housing Group are familiar with the vision and values of the group, there are posters all around the building and all new starters receive a copy of the vision and values in their induction pack. The values are replicated on mouse mats, calendars and even sweets! that are given to new starters. The values were central to the development of competencies for managers and staff and to the development of the customer experience programme. Living the values is a key theme and links into the company's customer service goals; responding to queries promptly, respecting others, being responsive and taking ownership. The values are also held on the website and are part of the golden thread that links what Town and Country Housing Group do in terms of service delivery to their values. Pride is the first value and the one most people identify with. The Buddies, who mentor new staff, go through the values with them at a face to face meeting. New managers have a delivery plan that stems from the company vision and values and is monitored through the leadership group on a monthly basis. The company's internal training programmes will also be aligned more closely to their values from next year.

Quick Facts

Organisation established in
Total number of employees
Number of UK locations
Employee average age
Male : Female employee ratio
Employees earning £35k+
Employee turnover (voluntary)

Benefits

Pensions

Companies offering a final salary scheme to all employees, or one in which the employer's contribution is at least 5%.

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