Ready to report

OMG – my oh my….not another anagram. Sorry folks, but we make no apologies for this one. In our world we’re talking open-minded guidance. And it’s free!

For this month’s download, it’s our very own Ian Hembrow that’s been burning the midnight oil. And he’s created a detailed guide to producing ‘new style’ annual reports for residents, specifically in compliance with the framework introduced by the TSA last April.

To get the info, we ran a competition to find the best residents’ annual report in the midlands and carried out an online survey to get everyone’s input on best practice. Finally, here’s the long-awaited results – just check out the free download on our website.

Alternatively, if you’re tight for time, here’s our top tips on working with the framework below:

1) Use the changes to regulation to sharpen up your accountability to residents even further. Your annual report should be a key way of signaling and sustaining co-regulation with customers.

2) Keep the focus of your annual report firmly on residents. Don’t deter or distract your readers with heavyweight information for other audiences.

3) Build opportunities for feedback into your report - not as an extra. Experiment with different techniques and do something new every year.

4) Set and stick to tight word limits for each part of your report. Remember that the more words you add, the less likely it is people will read them.

5) Be clear, open and up-front about the things you need to improve, will boost your reputation, not harm it. Customers like organisations that a prepared to own up to mistakes and problems. Residents can help you put things right.

6) Be brave and try something different. Use your customer profiling information to look at residents’ preferred communication methods and target these.

7) Don’t let the changes to regulation mean that your residents miss out on the chance of a better, local deal. Use your annual report to check on how well you’re tailoring and varying your service to different areas and groups.

Let’s also add a well done to Optima Community Association, who scooped our ‘best report’ award! Optima created an innovative, fresh and personal feeling report, with a design that allowed residents to dip in an out, as well as get the chance to win an iPod for their feedback.

If you need any help with your report, feel free to give us call. We promise OMG.