Richard Tomkinson Email & Phone Number

Eastbourne, Gb

Gb

Gb

Why Not Consultancy Services provides a range of consultancy and training solutions to help the modern housing business truly succeed.With nearly 20 years of experience of working with Local Authorities and Housing Associations there’s not much that we’ve not seen. We understand the strains and constraints placed on your staff and we’ll use our expertise to provide you with seamless solutions that deliver lasting improvements and real benefits to the communities you work with.By utilising the very best practise in Customer Insight and Resident Involvement, Why Not can help you to fully understand the needs of your customers and shape both strategy and service delivery around what your customers want.We can help your organisation to maximise performance across all areas of your business. So whether you need a new strategic direction or just an extra pair of hands during the busy times Why Not has the solution – don’t ask why? Ask Why Not!Recent completed work includes:Designed and supported the initial recruitment and selection of the Resident Scrutiny Panel at Viridian Housing, providing independent facilitation, coaching and mentoring support for the Panel through their first review of Viridian's Complaints Service.Designed and delivered a joint Customer Journey Mapping and Service Review of Neighbourhood Officer Service (Visits) for Area Residents Panels in Hampshire & Berkshire.Current Commissions:Poole Housing Partnership - Review of Resident GovernanceRaven Housing Trust - Retained Consultant/TrainerReading Borough Council - Independent Scrutiny Mentor/TrainerTPAS - See BelowSpecific areas of training expertise and experience includes (but not limited to):Excellence in customer serviceConfidence & assertivenessCustomer insight - incl. resident inspectors & mystery shoppingPerformance Improvement & Value for MoneyResident Involvement that makes a differenceTenant Panels & Resident-led Self Regulation/Tenant ScrutinyTenant Empowerment

Eastbourne, England, Gb

As a key member of Homes First’s Senior Leadership Team, I delivered work stream realignment to address customer priorities and strategic and operational challenges. Establishing the Customer Experience Team to capture and address customer feedback, complaints data and other business intelligence. I am currently the strategic and operational Lead for the organisations in respect of Performance Management, Reporting and Improvement, Customer Experience (including complaints handling and resolution), Tenant Involvement, Housing Policy & Procedure, Data and Systems Improvement and Special Projects. I lead a lean team of 10 staff with organisational responsibility for delivery and achievements in 4 of the 7 chapters of the Charter for Social Housing Residents.

Eastbourne, England, Gb

Leading the Homes First (joint housing services) integration and new projects programme to ensure the Councils are delivering an aligned service and responding effectively to new strategic challenges.

Poole, Dorset, England, Gb

Manchester, Gb

London, Gb

Developing and taking forward an overall communications engagement strategy for regeneration and growth for the CouncilLeading, planning, organising and delivering all engagement activity surrounding Council-led developmentsEnsuring residents and stakeholders are provided with information about the development and the planning process, and know how to get involved Working closely with Councillors and elected members, to include them in project plans and to ensure that local Councillors are fully up to date with anything being planned in their wardBeing active in the community and talking to residents, groups and organisations and facilitating public meetings in order to alleviate concerns around the regeneration taking place over the coming yearsBig role! Busy times ahead!

Non-executive role, contributing to ensuring that individual partners work together and that Moat continuously improves the lives of Pollards Hill Residents through the following aims:1. To ensure a consistently high service is delivered by Moat against key performance indicators2. To fund initiatives that will offer a range of benefits to Pollards Hill Residents, in line with the 1998 Stock Transfer document.3. To act as a soundboard for major regeneration or estate improvements, ensuring that Estate and Resident sensitivities are considered.4. To publicise the Community Initiatives Fund to private, voluntary and statutory organisations who may be able to contribute to the annual objectives and priorities of the Estate.Exciting times!

London, Gb

Utilising knowledge and experience of stock transfer and intensive resident communications and engagement to manage the delivery of workstreams/projects within cost, time, quality and other performance targets. Co-ordinating the resident engagement and consultation activities for the Transfer Programme, aligning existing resident involvement structures, the independent tenants’ and leaseholders’ adviser, communications adviser and other programme workstreams

London, Gb

Key Responsibilities:Manage the effective implementation of the Resident Involvement Strategy in the South of England (2 staff, circa £50k budget)National responsibility for development, implementation and delivery of ‘Your Chance to Learn’ Resident Training ProgrammeDevelopment of the organisations approach to service based scrutiny through Resident ‘Service Task Teams’ across key services e.g. Asset Management, Community Investment, Income ManagementKey Achievements: Achieving average customer satisfaction rating of 95%, Resident TrainingDesign and development of ‘Resident Area Panels’ (Resident Scrutiny Model)Design of organisations approach to Mystery Shopping as a key component of customer insight and service improvementDesign and delivery of staff training programme, delivered to 500+ staff with high levels of satisfaction

Key Responsibilities:Management and organisational lead in the development, and delivery of a highly visible resident involvement and community investment service (11 staff, circa £1M budget)Responsible Officer for all statutory and regulatory requirements in relation to resident involvementKey Achievements:Led the organisation in achieving TPAS Accreditation for excellence in Resident InvolvementAchieved external funding of 250% of actual expenditure (4 years running)Led on customer and market research, development of service improvement plans and achieving upper quartile overall customer satisfaction of 90.6%Achieved 2* promising prospects inspection rating from the Audit Commission (2003)

Gb

Pgdip Public Service Partnership & Management

Bsc (Hons) Housing Management & Development, Housing Management & Development