Accord Housing Association178 Birmingham Road, West Bromwich

West Midlands B70 6QG

Tel: 0300 111 7000 Fax: 0300 111 7001 Email: customerfirst@accordgroup.org.uk

Business Delivering service excellence and innovation

support

Delivering service excellence and innovation

We serve a wide range of customers across the Midlands and employ over 150 people purely in our business support operation. At Accord Business Support, we have a flexible delivery model.

The scope of our services can be tailored to meet your needs; they are scalable and the breadth of services can be altered to reflect the demands of your changing business. By adopting this flexible model, Accord Business Support ensures a cost-effective solution to all our clients.

We have an extensive portfolio of support functions in place and combine our functional expertise with our client’s domain expertise to provide specific outcomes for our customers - maximising value together. We understand our customers want continued value from our services and we therefore adopt a partnering approach which will see efficiency gains through service innovation being shared. We believe this open and transparent model ensures a more effective working relationship and enables an incremental increase to our complete business support offer.

Human Resources and Organisational Development

Risk and Insurance Management

Contact centre (Customer First)

Governance and Company Secretarial Internal Performance Audit

Asset Management

Community Engagement

Information Technology and Systems

Public Relations and Communications Health and Safety

Performance Management, Quality andBenchmarking

Corporate Housing Strategy

Regeneration and Development

Environmental Management

Each business support function has dedicated leads for each client. This ensures immediate access and reduces the number of touch-points to ensure support is coordinated and resources are deployed effectively.

At the heart of our service is a commitment to service excellence and using technology to deliver seamless business support functions to our clients. All support staff undertake extensive customer service training using the Mary Gober™ methodology. We are also Investor in People and Investors in Excellence accredited and hold a range of service specific accreditations. We would welcome the opportunity to discuss how Accord Business Support can add value to your business by working in partnership to deliver efficiency savings and enhance your support functions.

Lakhbir JaspalDeputy Group Chief Executive

Accord Group178 Birmingham RoadWest Bromwich West MidlandsB70 6QG

D 0121 500 2369 F 0121 358 9011 M 07803 080955

lakhbirj@accordha.org.uk

We understand the value of delivering effective and efficient business support functions which are outcome focused and aligned to core business objectives. Our aim is simply to provide support services better, faster and to add value to your business.

Financial Management, Treasury & Banking Business Planning and Financial Modelling

Financial Management, Treasury and Banking

Senior management financial supportA lead relationship manager and identified finance director level support for each client.

Preparation of regular financial management and statutory informationComplete management of your financial records, hosted on our systems. This enables us to provide your management teams with timely and reliable monthly management information, highlighting performance against budget for key areas of your business. This budget information is further supported by the preparation of a detailed suite of quarterly management accounting reports, which will provide further assurances to management and boards with respect to the ongoing financial performance of your business.

We can also complete quarterly VAT returns and prepare annual financial statements and liaise with your external auditors.

Exchequer servicesA complete service for the management of your daily banking services, including timely payments to creditors, weekly cash flow forecasting and monthly bank reconciliations, providing you with complete management control without the detailed transactional activity requirements.

Day to day treasury management servicesTreasury management services will ensure that loan portfolios are reviewed and monitored regularly with feedback to management, including loan covenant monitoring.

BankingOur service ensures that all bank accounts and loan accounts are maintained and reconciled regularly along with monitoring cash balances, to ensure that sufficient working capital is retained for the day-to-day running of the business, whilst optimising returns on investments in your deposit accounts.

Special projects and financial bid preparationWe have extensive experience of bid preparation and formulating pricing structures for tenders and bids. Together with the client we can undertake a range of financial modelling to support projects and tenders.

Procurement of specialist advice/other professional advisorsWe already have a framework agreement with a range of professional advisors, which will be available to clients as required. Our arrangements with external advisors is periodically reviewed to ensure we continue to receive the best service at competitive rates.

Financial management, treasury and banking are core business support functions. By understanding the size, diversity and reporting requirements of your business, we can tailor a financial management service to your specific requirements. Our service offering includes:

Business Planning and Financial Modelling

We have a robust business planning framework and can work with clients and their governance arrangements to ensure business plans are reviewed within agreed timescales.

We utilise a range of financial planning tools, including the Brixx Financial Model which is used across a number sectors and can support single entity as well as complex multi-entity group structures.

We can stress test business plans using a combination of variables to determine the impact on the client business and provide assurances to the senior management and the board.

In a rapidly changing operating environment, organisations must regularly review and update their business and financial plans.

HR and Organisational Development

Our services include:

Restructuring, redeployment and redundancyAdvice on TUPE issues including restructuring and redeployment. Immediate coaching for people facing redundancy, or those charged with managing the process to provide practical support and help safeguard the integrity of your employer brand. Review of terms and conditions of employment policy reviews.

Support for HR departmentsInterim HR support or project support, increasing capacity when you need it.

Active management of difficult staffing situationsFrom independent investigations to mediation and coaching, we provide experienced investigating officers and qualified mediators and coaches.

HR strategy development and reviewSpecialist support to align your HR strategy with business needs.

Managing change and organisational developmentMergers and group structures, restructures and downsizing, including cultural fit and integration, change management and post merger integration support.

Strategic organisational development services The impact of our work in this area signifies a transition point, as it begins to provide a strategic contribution. The focus of our service takes on an external environmental component and may include for example, competitive intelligence gathering.

PayrollWe offer a payroll bureau service and have a professionally led payroll team which host monthly and weekly payrolls for salaried and hourly paid staff. We also have experience of managing complex payroll arrangements and bonuses, and shift working.

Our Organisational and Development team currently supports over 1,700 employees, across 90 locations, with a wide variety of different terms and conditions. We have an extensive team of professional advisors and utilise industry leading technology.

Risk and Insurance

Our approach to risk management is continuous and developed upon a process which runs throughout the organisation’s strategy and the implementation of that strategy. We work with clients to integrate risk management into the culture of the organisation with an effective policy and a programme led by senior management. Risk management supports accountability, performance measurement and reward, thus promoting operational efficiency.

We can assist clients in developing an appropriate risk management strategy and subsequently help identify, map and quantify risks and identify control measures where appropriate. Working with directors, senior mangers and non-executive directors to ensure risk management is an integral part of overall business strategy. We can also assist clients with managing risk through insurance and making appropriate arrangements as required.

Risk management should be a central part of any organisation’s strategic management.

Service supportWe are focused on reducing costs and delivering more effective IT support services to our clients. We recognise the challenge of delivering timely, managed and cost-effective support to the end user. By utilising proven web based technology we can provide a total managed service that will significantly reduce the total cost of ownership for end user support.

Managing third party contractsWe have extensive experience of dealing with suppliers and managing contracts and can provide impartial guidance because we are not tied into any external company agenda. We have experience of contract novation as well as contract management.

System health checksA system health check for your organisation will provide a full understanding of the hardware and software which is currently in use, highlighting any immediate concerns and recommending any immediate changes which should be made.

Project managementWe work closely with clients to ensure projects are implemented and managed smoothly and efficiently. We work to a project management methodology, which is designed to be flexible and simple enough to fit in with your own procedures.

IT training We have an established IT training programme which is delivered internally by our own trainers. The programme covers a broad range of sessions and includes the Microsoft packages. We have our own training rooms as well as the ability to provide training at your preferred location.

Information Technology and Systems

Our success comes from our hands-on knowledge and experience and it is this that enables us to deliver solutions that provide ‘best fit’ for our client requirements. A key feature of our service is our technical knowledge and an understanding of products designed to deliver services to our clients. Our team is experienced and knowledgeable and are able to make informed hardware and software recommendations based on specific requirements. This enables us to formulate the best information systems strategy for your needs and recommend and supply the correct products to meet your requirements.

System platformsWe support a range of predominantly Microsoft platforms. We also have expertise in financial systems, HR/payroll systems, application database systems, back office systems, network infrastructures, security devices and telephony.

Future-proofing investment Technology is critical to business operations and on-going investment decisions must ensure improvement in services and payback. We have developed a robust technology investment appraisal model, which allows competing priorities to be assessed when resources are the limiting factor.

Supply of hardwareWe always recommend purchase of branded, critical equipment including major brand servers and PC’s, switches, hubs, routers and major systems components. All purchases will fully comply with the clients tendering procedures. We are able to purchase equipment in tandem with any ethical, environmental or geographical policies you may operate under. Support for all hardware is designed to provide guaranteed service levels that will ensure critical systems are kept up and running and supported through a selection of bespoke support contracts, remote management tools and delivered by our field based engineers.

Supply of software All software licenses will be supplied at cost price and we can operate within any existing agreements. We have systems in place to ensure licensing requirements are adhered to and all software in use will be legally sourced.

As an ISO 20000 accredited provider we support almost 1,000 users who are geographically dispersed across the Midlands region and beyond.

Contact Centre (Customer First)

The Customer First model supports corporate objectives around excellent customer service and continuously assesses it performance in the contact of a changing and demanding market. Customer First is fully accredited under the Call Centre Associations (CCA) Global Standard.

The service:

l Delivers a speedy, effective and efficient first time response to customer enquiries

l Offers consistently high quality, person centred solutions

l Enhances local service provision by creating capacity

l Targets resources to ensure greater customer focus

l Utilises technology to provide a seamless service across to clients

l Adopts a learning framework to improve performance.

Customer First operates between 8am to 8pm, Monday to Friday (excluding Bank Holidays and Concessionary Days), with a seamless transition to an out-of-hours service.

Branding and customer serviceBy utilising technology we can ensure call handling is specific to individual client requirements and thereby enhancing your branding and providing a seamless extension to your own service.

Customer relations management (CRM)We utilise a CRM system to underpin the customer experience to ensure consistent high quality call handling and resolution. We have the ability to track enquiries in real time and provide information to clients and customers. The system ensures high levels of resolution at first point of contact.

Call qualityThe quality of the service is supported by call recording, which facilitate service improvements as well as facilitating evidence to support customer complaints.

Performance targetsWe have a suite of standard performance reports both quantative and qualitative, as well as the ability to develop performance reports against client specific targets.

Organisations are looking at how improvements can be made to the way services are provided efficiently to their customers. Our model puts the needs of the customer at the centre of everything we do, so that we deliver services around the way people live their lives.

Language services/special needsCustomer First is able to deal with a range of languages through the support from Language Line, who conference into calls where required. Type Text service is also accessible for those customers who use a Minicom. Braille/large print/audio facilities are also available if needed and can be arranged via Customer First.

Business continuity/disaster recoveryThe enhanced telephony infrastructure allows calls to be directed to different parts of the business or country to support any business continuity and disaster recovery processes. We also have a dedicated off-site disaster recovery facility.

Service innovationWe are constantly reviewing additional ways to engage with customers, which include greater use of SMS technology and social media networks such as Facebook and Twitter as well as TV/internet related services which will be rolled out shortly.

Public Relations and Communications

We have experience of engaging audiences at local, regional and national levels as well as experience of lobbying.

Our team offers a wide range of services and produces a variety of publications and resources and has excellent links to key media. We have a range of internal skills including former journalists, marketing, social media and web development expertise. Our extensive knowledge in web design and development means that we can build web sites from concept or maintain and improve existing ones to your specifications.

Our internal work is supplemented by an extensive supply chain of highly talented individuals and companies who help us and our clients deliver key organisational objectives.

We have an extensive internal PR and Communications team, which can help clients promote the understanding of, and support its work.

Health and Safety

We can assist clients with:

l Developing a strategic health and safety strategy and policy

l Fire risk assessments

l Fire Safety Training tailored to the specific environments

l Manual handling training (accredited by RoSPA)

l Health and safety auditing

l General training for all levels of employees tailored to the customers needs

l Ad-hoc advice on a range of issues including legionella management, asbestos management, COSHH, statutory inspection of equipment requirements

l Risk assessment training, advice and production

l Specialist health and safety knowledge in respect of Care Quality Commission (CQC) requirements.

We have internal health and safety advisors who have extensive experience housing, care and property sectors.

Governance & Company Secretarial

Our company secretarial services provide support and guidance to ensure all legislative requirements relating to Companies/Charities Act are complied with. Our services can also include servicing board/committee meetings, training and recruitment and selection of non executive directors as well as annual appraisals. We can also assist clients with wider governance reviews to ensure compliance with best practice, relevant codes and standards and skills and competency assessments.

Internal Performance Audit

Our internal audit effectiveness and improvement reviews help you to assess and improve the assurance delivered by your internal audit. Our performance audit solutions are flexible and we can run your full internal audit function and help develop your internal audit charter. Our reviews deliver real value through:

l Providing assurance to boards and audit committees that internal audit is focused and managed effectively

l Benchmarking against current best practicel Assessing value for moneyl Delivering pragmatic advice on improving

the approach to internal audit.

Performance Management, Quality & Benchmarking

Our in-house Performance and Quality team can support your business objectives by ensuring quality is being continuously improved and help establish standards for excellent organisational performance, ensuring that this is integral to the organisation’s strategies and plans.

We can support clients by:

l Ensuring an overall high level of service which is consistently delivered, whilst being flexible for changing and differing organisational and customer needs

l Undertaking service reviews to assess compliance with internal policy and where appropriate external benchmarking and identifying areas for service enhancement

l Working productively and positively challenging staff in different teams and departments across the organisation

l Developing a performance dashboard for senior management

l Surveys and questionnaires can be organised, collated and the results disseminated from one central point. This means accuracy, consistency independence.

l Complaints, compliments and comments analysis to inform business decisions and service re-design

l Indentifying new solutions and innovative ways to improve working methods, including business process review to better respond to customer needs in a challenging environment.

Corporate Housing Strategy

Our specialist corporate housing strategy service is specifically targeted to clients operating in social housing. We have significant experience of the sector and are able to develop with clients housing strategies in the context of current and forthcoming regulatory and best practice changes.

Our service can be tailored to your specific requirements as well as providing general practical updates on potential changes to the social housing operating environment.

Community Engagement

We have a wealth of experience in identifying and engaging stakeholders. We believe our model of consultation and engagement to be innovative and one which delivers real results.

We help clients engage local residents and stakeholders, by making complex issues accessible, tackling controversy and injecting a creative spark. Consultation and engagement is a complex and demanding area and our direct resources and access to media relations and communications makes our work effective. Our success is to adopt a flexible model, which delivers results. We also utilise technology to demonstrate the value of customer engagement and impact.

Regeneration & Development

We assist both public and private sector clients to meet their business aspirations – to support people and create places.

We have particular experience in site and area-based regeneration initiatives and work to add value by delivering integrated and innovative solutions. We have direct experience of delivering programmes and projects and understand the needs of local stakeholders, communities and funding partners in public, private and not for profit organisations and offer flexible working arrangement to our clients:

l We work within partnership arrangements, applying our extensive experience

l An understanding of prevailing market circumstances

l Analysis of specific needs and issues involved in creation of sustainable communities within our multi-disciplinary teams

l Engagement with stakeholders and communities to win support for deliverable solutions

l In-house design team developing design-led solutions and options appraisal

l Incorporation of sustainable building principles and techniques to address the carbon challenge agenda as an integral element.

Asset Management

Our extensive and flexible asset management service can be tailored to our client’s exact requirements. Our services include:

Technical supportProvision of expert surveying and project management services

Repairs service Day to day provision of responsive and void repairs through our existing asset management arrangements, or supporting our clients with their existing contractual arrangements, through contract monitoring and compliance.

Strategic asset managementDeveloping an Asset Management Strategy and undertaking stock condition surveys, as well as designing a Procurement Strategy and framework.

Planned maintenance serviceProviding a planned maintenance service, through our existing arrangements, or supporting clients with their existing contractual arrangements through contract monitoring and compliance.

Environmental Management

We are an accredited ISO 14001 organisation and can advise clients on how to better understand and reduce the environmental impact of their work. Working with clients we can assess their business strengths and weaknesses in the context of environmental management and disseminate environmental information.

We can also help clients develop an environmental management strategy and policy and share good practice on how to improve performance and stimulate employees to get involved.

Key contact biographies

Lakhbir Jaspal, Chief Executive of Accord Housing AssociationLakhbir is Chief Executive of Accord Housing Association and has over 16 years experience of social housing. He moved to the Accord Group in 2001, having previously spent seven years at Orbit Housing Group, as Assistant Director of Finance. Lakhbir’s experience also spans working for two local authorities in the Midlands and South East, where he helped manage their extensive loan and investment portfolios. He is a member of the Chartered Institute of Public Finance and Accountancy.

Stuart Fisher, Director of Finance (Business support)Stuart is an ACCA qualified accountant who joined the Accord Group from KPMG in April 2010. Stuart is responsible for the preparation of financial reporting information for management and stakeholders including management accounts, group financial statements and board reporting. Stuart is also responsible for supporting new business.

Sam Dhadwar, Director of Finance (Strategy)Sam Dhadwar is a qualified accountant (ACCA) and holds an MBA in International Finance. Sam has worked in the social housing sector since 2004 and has previously worked with internationally based manufacturing companies. Sam’s main area of focus is business process re-engineering.

Allison Taylor, Head of Organisational DevelopmentAllison is an experienced and highly qualified HR and OD professional with expertise in change management including transfers, growth and reduction programmes. Allison is a coach and an accredited workplace mediator. She has proactively supported organisations to achieve IIP, IIE and Best Companies Top 100 awards and is keen to support programmes around corporate social responsibility in the work place such as apprenticeships and volunteering. Allison has also held wider management positions in facilities management, IT and health and safety.

Joanne Easton, Senior Treasury ManagerJoanne has 20 years treasury experience and leads the treasury management function overseeing the day to day operational management of banking activities, including raising and servicing of private finance. In her company secretarial role, Joanne covers a wide range of constitutional matters, ensuring compliance and monitoring.

Frances Broomhall, Senior Governance OfficerFrances is the newest member of our support team and joined in 2011. With significant experience in company secretarial and governance arrangements, Frances has worked for a number organisations advising on good governance and has a law degree.

Graham Robinson, Internal Performance AuditorGraham has a law degree (LLB) and is a member of the Institute of Chartered Accountants in England and Wales (ACA) and qualified in 1990. He is an affiliate member of the Institute of Internal Auditors. Graham has worked as a systems auditor in local government prior to joining the Accord Group where he has been the Internal Auditor since 1993. Graham is responsible for a team of three internal auditors.

Celia Davis, Head of Performance and QualityCelia started her career in housing as an Allocations and Lettings Manager with Sanctuary Housing Association (SHA) in 1999. She then became a Human Resource manager with SHA where she studied and gained the CIPD in Core management and qualified as a Chartered Manager with the Chartered Management Institute. Continuing her employment with SHA, in 2002 Celia became a Customer Service Manager and qualified as an NVQ Assessor. Celia joined the Accord Group in 2006 as a Housing Service Manager, progressing to Head of Performance and Quality where she led the Group to achieving recognition and accreditation to Investors in Excellence.

Ian Tinsley, Information Systems ManagerIan has 16 years experience in the IT industry encompassing numerous aspects of systems, support, hardware, software and project management. Having previously worked in networking and IT management, Ian was previously systems manager at Birmingham Chamber of Commerce. Ian has a Degree in Environmental Science, a Masters Degree in Information Technology, MCSE in Windows NT 4.0 and is ITIL v2 Service Manager Certified.

Nev Gill, Head Of Customer FirstNev has over 12 years experience of working within HR and five years of working in operational management of contact centres. Nev is Prince 2 Project Management accredited and has a BA Honours in Business Studies and is also a member of the Chartered Institute of Personnel Development.

Claire Barratt, Director of CommunicationsClaire joined the Accord Group in October 2010 and has over 15 years experience of working within the media, having worked as both a journalist and in press offices for both the public and private sector. With a degree in journalism, Claire has held senior PR roles within the NHS and was instrumental in launching and marketing the brand of a new national children’s charity in 2007. She has also worked in the construction industry for a FTSE 250 company in the role of Head of Communications and is a member of the Chartered Institute for Public Relations.

David Coleman, Health and Safety ManagerDavid Joined the Accord Group in 2008 having worked as a health and safety advisor and senior health and safety advisor for the Coventry City Council’s Children, Learning and Young Peoples Directorate. David is a Chartered member of IOSH and is highly qualified in a variety of health and safety disciplines including general health and safety, fire safety and construction safety and has worked at a senior level for five years.

Key contact biographiesKey contact biographies

Alan Yates , Director of RegenerationAlan has 17 years senior management experience in the affordable housing sector in regeneration and development. Prior to that he was the general manager of a building company and has several years experience in project management in the construction industry. With a Higher National Diploma in Building, Alan has a particular interest in low carbon housing. He is Chairman of the Sustainable Housing Action Programme and sits on the National Trust Land Use and Access Panel.

Sara Woodall, Director of Corporate ServicesSara has a law degree and started her housing career as a housing management trainee at Dudley Metropolitan Borough Council. She then became an estate officer for Dudley before moving to Wolverhampton Metropolitan Borough Council as a District Housing Manager in 1990. In 1994, Sara moved to Jephson Housing Association as a housing manager, joining Accord in October 1999 as Director of Housing Services. Sara sits on the National Housing Federation’s Home Ownership Advisory Panel. She also undertakes training and consultancy on behalf of the Group.

Mark England, Head of Asset ManagementMark has a BA (HONS) in Business Studies and has worked in housing for over 25 years with experience in both housing management and housing support. Mark oversees the planning and delivery of Accord’s repairs and maintenance service. Mark has also led the Asset Management team through a successful Audit Commission inspection and is an experienced speaker and has spoken at a number of Housing Quality Network Seminars.

John Bedford, Head of Project DevelopmentJohn joined the Accord Group in October 2007 to assist in the development of new business, to drive forward technical knowledge in the regeneration department and impart a refreshed view of bringing opportunities to fruition. John has a HNC in building studies and over 25 years experience as an architect. At Accord, John has created an in-house design team to maximise efficiencies in the procurement costs of our developments whilst driving up design quality, best value and gaining “more for less”.

Key contact biographies