Page 2 - CHC Annual Report - 2013

Joint Messages from the Chair and Chief Executive Officer PAUL VALENTINE WINDSOR ESSEX CHC, CHAIR OF THE BOARD JIM STEELE, B. A.F.I.H.M.,CIH CHARTERED MEMBER WINDSOR ESSEX CHC, CHIEF EXECUTIVE OFFICER Albert Einstein– “There is no CHC, our Community Housing about 12,000 residents safe, respectable difference between large and Corporation, owns and operates and affordable accommodations. 4,708 units in 700 buildings across small problems, for issues Windsor and Essex County, and Our buildings have been well used but concerning the treatment of administers the rent supplement they are worn. 8 % of our stock was built people are all the same.” program in over 300 private market in the 1950's, 69 % were built in the rent units. We are responsible for sixties and seventies. Our ‘new’ stock We have a team of professionals building maintenance and long term was built in the decade of the eighties. who support the operational, asset planning as well as the financial, asset management , delivery of three distinct social On the continuum of customer profiles, corporate services and executive housing programs, under different we have a need to change how we fit office of Windsor Essex CHC. funding models. into the greater community. CHC We serve a variety of people continues to support the Ontario Non- including, residents, housing Our portfolio consists of high-rise Profit Housing Association (ONPHA) applicants, stakeholders, apartments, low rise apartment “housing is the home of all issues”, community representatives and buildings, town homes, row housing public education campaign. Instead of businesses. and detached homes in Windsor just saying the words, we need to reflect and Essex County. that in the service we provide. Customer focus is something that is different for every business. Our job is to match the people in Achieving a customer focus is not need of a home with those buildings. a one-size-fits-all solution, it The people, our customers, have includes elements of customer changed. Community needs has service, but at its core, customer changed and so has our company focus is about keeping attention profile. on customers, expecting needs and valuing their opinions. Of Through community partnerships, course most of us try to focus on tenant involvement, and corporate our customers, but simply commitment we are able to offer improving our service levels is not enough. It is more than compliance with scripts or remembering to smile. Genuine CHC MATTERS customer focus is not just about politeness to customers. It’s also a curiosity about who our customers EXPERIENCE MATTERS are, what other needs and wants Besides the need for affordable housing, many of our residents need other we can meet. types of supports. We connect residents to community organizations, and agencies. In support of our residents we work with government agencies, The expectations of our unions, community agencies, social service organizations, educational customers are the drivers. Truly, institutions. people are our drivers, people are our priority. People make their PROCESS MATTERS homes in our properties, people How we plan to address our challenges is what matters most. Despite are our front line staff, people are the contractors we retain, and concerns that “we don’t have enough money,” or “enough time,” the people are our partners. We are success of CHC will depend on the process we develop. There is no focusing on improving the “perfect” leadership style, management approach, or organizational relationship among CHC and our structure. We need to find the opportunities that will move CHC forward in people. a manner that complements the 10 year housing and homelessness plan for the region.