Saturday, 27 October 2012
Successful organisations must carefully balance the sometimes conflicting needs of their key stakeholders e.g. their shareholders or providers of capital, their staff, their customers or consumers of services (e.g. tenants) and the communities in which they operate.
We believe that for almost all organisations the key stakeholder group is the customer, consumer or tenant and this is because satisfied customers tend to create satisfied communities and staff and this in turn creates satisfied shareholders.
We see Tesco as the best example of an organisation that successfully follows this approach and we believe that the same philosophy and processes that have made Tesco successful in the private sector can be learned and transferred to the social housing sector.
Hillcroft Partners is a consulting and services business that helps participants in the social housing sector to improve services to tenants and achieve efficiencies in delivery.
Hillcroft Partners combines best practice gained from the private sector with over 20 years experience gained in the social housing sector.
Andrew Gray (Director)
Andrew has over 20 years experience in the social housing sector as a consultant to housing organisations throughout England, Scotland and Wales. He was a director of RDHS, Managing Director of Consult CIH and a former President of the Chartered Institute of Housing.
He has developed a strong focus on "customer insight" and is an expert on "tenant recognition and reward" programmes.
Andrew has spoken widely at national and international conferences including The Chartered Institute of Housing, National Housing Federation, NAHRO (USA) and the CHRA (Canada).
Steve Gray (Director)
Steve is a senior adviser to Boston Consulting Group and runs his own company SG-Retail. He is former chairman and CEO of emnos a leading private sector management consulting and services business whose clients include Co-op, Morrisons, John Lewis, Waitrose, Boots, BT, Camelot and British Gas. emnos have offices in London, Munich, Madrid, Paris, Warsaw and New York.
Steve was previously Managing Director of dunnhumby - a research and marketing consultancy owned by Tesco and well known for their work supporting Tesco's Clubcard loyalty programme and helping Tesco to better understand and serve their customers.