SERVICE USERS HAD a chance to demonstrate how they expect staff of Redbridge Community Housing (RCHL) to behave last year when they staged a thought-provoking play at the organisation's staff conference. Living Our Values, staged in November, contrasted good and bad staff behaviour: being kind and friendly and helping people to try new things . . . or using mobile phones while working and making decisions without really listening. In order to ensure employees of the Ilford-based social care provider live up to service users' expectations, trainers customise workshops for individuals and groups to best reflect their needs. Staff can also suggest external courses they'd like to take. They find their training of great personal benefit, scoring 79% positive, the third highest ranking among the mid-sized organisations in our survey. More than a quarter of the 335-strong workforce have been with RCHL for at least a decade and they say the experience they gain from the job is valuable for their future (79%). Almost £50,000 was spent on employee training last year and the organisation scores 74% for the Personal Growth factor, one of six instances in which RCHL scores in our factor top 20s. Listening is also important — not just between staff and clients, but between employees and bosses too. After evaluating staff feedback, the charity identified a gap where people felt discouraged by the formality of conflict resolution procedures. A working group was established and, in partnership with Acas, it recommended changes to the grievance and bullying and harassment procedures last year. People feel managers deal with issues rather than dodging conflict (69%, in seventh place) and bosses listen (73%). Everyone feels fairly treated too (73%, third). Paul Allen, RCHL's chief executive, has worked in social care since 1982. He leads a fantasy football team league, encourages a culture of fun and challenge, and is regarded by the workforce as a leader with sound moral principles (80%). Staff say senior managers truly live the values of this organisation (70%). The Colin Richardson award was first handed out in 2008 in memory of the late chief executive. The 2011 winner was Louise Ayoade, who helped Evonne, a service user, through pregnancy and a parenting assessment that she passed — allowing her to continue to care for her daughter, Amy, born the previous year. Staff say there is a strong sense of family within their teams at RCHL (74%). www.rchl.org.uk
