Home Group recognises how the summer months can be utilised for employee motivation and encourage discretionary effort.
The organisation, a provider of social housing and care and support services, runs a number of schemes to ensure that its 3,000 employees dispersed in locations around the country have high levels of engagement and motivation within the organisation, and that they are recognised for their work.
Home Group has recently been looking at how to improve its flexible-working approach, especially during summer, says Laura Bailey, reward business partner. “If [an employee’s] child is having a sports day across the summer, parents are given that time to go and watch the event and maybe start work a little bit later. Likewise, if it’s a nice sunny day they might be able to have an early finish; those small differences actually have a huge impact on [employees’] motivation. What we do see is that discretionary effort increasing,” she says.
Some schemes also help to improve employees’ wellbeing, adds Bailey. “We have lots of [employees] in head office, but also in the other services, that have set up walking groups at lunchtime. Just taking that time out of the office, from a wellbeing perspective, has a really positive impact,” she says.
Last summer, Home Group worked with a provider to promote fitness trackers to employees to encourage them to be more active in the warmer months. “It was about raising awareness of the products available on the market and how [employees] could benefit from them. So it was that educational piece, signposting and pushing information out, but all linking back to that motivation and engagement piece,” says Bailey.
In previous years, an ice-cream van has visited the head office and other locations; a popular offering which is likely to be repeated this year. Becky Robson, head of reward and resourcing, says: “We encourage local managers to do those little things as well. All directors have recognition budgets so they can think creatively, we don’t pin those budgets down to say ‘you’ve got to spend in this way’, they can be really open minded in what and how they recognise and motivate their colleagues.”
Motivation, and reward and recognition, are a key focus for Home Group throughout the year. Employees can recognise colleagues through a monthly e-card system to be a Home Hero, and teams are also recognised quarterly.
Additionally, Home Group used Pancake Day to thank employees with a gift of popping candy for pancakes with the message ‘you’re all flipping fantastic colleagues’, but also to communicate details of new strategic priorities for the organisation.
I contacted Home Group on 3rd April regarding a complaint about noise. I received a letter on 6th April advising me that a Housing Manager would contact me to discuss further.
It is now 11th July and still no-one has contacted me.
I telephoned a few weeks ago and spoke to Antoinette Charlery who said she would write to the neighbour concerned and she would telephone when the letter had been sent. I never heard from her again!
I contacted Home Group again yesterday and was told someone would call me within 24 hours. I am still waiting!
I telephoned Home Group today and asked to speak to someone and was told no-one was available. I said that this was unacceptable. The lady then said she had spoken to the Area Manager – Raymond – and he said he would call me within the next three days. Outrageous! I said that I was not prepared to wait another three days. I have already waited three months!
A very helpful gentleman then tried to assist me and said he would contact Mandeep and get her to call me today.
We can never get to speak to our Housing Manager. Jimmy Bua is supposed to be looking after us and I have never seen or heard from him. We have another ongoing situation and we were promised weekly updates. Jimmy Bua has failed to do this. I am a vulnerable person and am critically ill, having cancer and chemotherapy treatment at the moment. As I was the victim of a hate crime last year and ongoing issues with a problem neighbour, we were promised support. Jimmy attended a meeting to discuss my safety and health with the police and the local council. He was supposed to feedback to me after the meeting and I still haven’t heard from him. The gentleman from the council said he would phone Jimmy and get him to contact me and I am still waiting. Confidential details of this meeting were then given to another resident. This information was then repeated throughout the estate. This is totally unprofessional to give out this information before I was informed. No-one has officially told me. I only know because of people gossiping.
I have repeatedly tried to speak to someone and it is impossible to get hold of anyone. We used to have direct lines for our Housing Managers and their mobile numbers. Now we have to leave messages with the 0345 number and no-one ever gets back to you. If you are lucky enough to receive a call, the number is withheld!, ensuring we don’t have their number.
I have tried to express my concerns to Mark Henderson. I have sent him numerous e-mails and letters and he has never had the courtesy to reply. I was informed today that he does not speak to tenants. The situation got so bad I had to contact the Housing Ombudsman and our local MP. This is the only way I could trigger some sort of response. I received an e-mail, – Home Group couldn’t even have the decency to pick up the phone or come and visit me. This is no way to treat people.
This is Home Groups Brand promise –
Our brand promise:
– putting customers and clients at the heart of everything we do;
No wonder no-one ever gets back to you or is available to help you. If they are all eating ice-creams, or out walking, or going home early because it is hot! This is an insult their clients.