1. 1 Service for members Tenants Union in Copenhagen IUT-board meeting june 2005

2. 2 How many? 6.000 personal members 600 local tenants unions –In private dwellings (19.000 tenants) –Social housing (4.000 tenants) –Cooperatives (2.000 members)

3. 3 Who? We have no statistics, showing the socio-economic conditions of our members, but a pretty good feeling for it: –Many with low incomes, few with high incomes –The elderly: Tradition (citizenship) –The young ones: Consumers

4. 4 Our economic scope Typical membership fee - 300-600 DKK (40-80 euro) Annual income of Lejernes LO i Hovedstaden DKK 11 mio.(1,5 mio euro)

5. 5 Who produce the service? 19 employees, 16 full-time jobs 3 lawyers (not qualified for the bar), 1 master in socio-economics, 2 engineers, 3 bachelors (property management), 3 students (law), 1 marketingcoordinator, 2 administrative employees, 1 bookkeeper, 1 IT-coordinator, 1 manager, 1 chairman

6. 6 Values in our membership-service We must provide our members with the service they want from us. That is, we have to ask them We must establish a relationship with our members, based on equality We must work with our members, not for them

7. 7 The service Legal aid - counselling in legal matters, representation in administrative courts Organisational counselling for the local tenants unions Education in legal and organisational subjects Sending out magazines (4 t/year, producing newsletters (3t/year) Discount on different consumer goods

8. 8 How is the councelling done? 5.000 personal counsellings face to face a year 30.000 counsellings by the phone a year 10.000 counsellings by mail a year 2.000 new cases in the administrative courts a year, 6.000 running cases 500 meetings in local unions a year

9. 9 What do the members think of our service Surveys (2002, 2004): 80 % satisfied or very satisfied with the service, 12 % less satisfied, 8 % not satisfied They want more opening hours. Today we are open for face to face counselling 11 hours a week, for councelling by phone 32 hours a week, and we answer all mails within 24 hours

10. 10 Planned improvements in our service The electronic office: No papir files, electronic communication whenever possible: Mail, internet (today app.150.000 hits a year), extranet (under construction) –3 goals: 1. Quicker service 2. Saving costs in administrating cases and members: More ressources for service rather than moving around paper 3 Better inter-organisational communication