Making homes, helping peopleDriving performance

• Dedicated officer for each complaint • Pace & energy into every complaint• Reassure customers what to expect• Drive colleagues to deliver great service• Visit customers in their homes when they prefer…• Quality check all replies • Worked with Rafael Runco (Localism Act)• Provide ‘brilliant complaint handling’ roadshows

Making homes, helping peopleSetting out our offer

Making homes, helping peopleTen step method

Making homes, helping peopleInvolve the real experts

Complaints & Customer Service Task Group

• Scrutinise performance on complaints - preventing mistakes and repeat

complaints

• Joint visits

• Residents drive stage 3 panel hearings (final stage of complaints process)

• Annual ‘awaydays’ to increase their confidence & skills to chair hearings -

working with professional actors (Theatre&)

• Recruit new panel members and provide practical training

• Provide a helpful manual for panel members

Making homes, helping peoplePractice makes perfect

Making homes, helping peopleStage 3 complaints

Making homes, helping peopleA handy guide

Making homes, helping peopleLearning from complaints

• Analyse trends/contractors

• Understand individual complaints

• Amend policy/procedure

• Meet other organisations

• Work with experts (e.g. HOS)

• Challenge contractors directly

• Work closely with planning & policy team

• Work together with Task Group

Making homes, helping peopleFormal complaints 2010-13

Making homes, helping peopleComplaint volumes July 12- June 13

Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-130

20

40

60

80

100

120

140

160

180

200

123 119

95 95

131 132

169 163149

133

106 105

2319

179

21 20

1920

18

13

3023

formalinformal

Making homes, helping peopleCustomer satisfaction 2013-14 so far...

• 92.5% satisfaction with complaint handling

• 79% satisfaction with complaint outcome

• 100% responses inside 10 days

• 95% responses inside 7 days

• 42 formal complaints open

Making homes, helping peopleCRM – reliable, accurate and real time data…

• Log every customer contact• “One view” of :

Customers Files Homes

• Improve customer profiling – tailor services to meet needs

• Advantages: Efficient – fewer screens Guided scripts Workflows Visual cues Nothing gets lost Agent to expert

Making homes, helping peopleWelfare Reform - Our journey…

We started thinking about the reforms 18 months ago. We took 3 key steps:

• Restructured 3 Regional Income Teams into 1 Central Team• Set up a Financial Inclusion Team• Created a Financial inclusion Strategy, stating our commitments

Our new structure:

• Central team at our contact centre• Improved service offer - 8 to 8 weekdays, 9 to1 Saturday• Greater flexibility, ability to respond to changing landscape of arrears • 3 local visiting teams• Newly formed Financial Inclusion Team

Making homes, helping peopleIncome/Financial Inclusion Structure

Making homes, helping peopleThe team

Making homes, helping peopleOur main drivers

More than half of associations (57%) believe their tenants know hardly anything or nothing at all about the benefit changes. (2013 Ipsos MORI)

We will keep you up to date with benefit reforms - so you understand the challenges and we can face them together. (AmicusHorizon Financial

Inclusion Strategy)

Making homes, helping peopleWe spoke to the experts

Making homes, helping peopleWe gathered data

8500 residents surveyed

Making homes, helping peopleChallenge of Welfare Reform

• DWP estimated the so called bedroom tax would initially affect 540,000 households in England

• Under occupation affects approx 2,000 AmicusHorizon customers (our data and LA data)

• Customers needed to find an additional £1.2 million

Making homes, helping peopleChallenges faced by Welfare Reform

Making homes, helping peopleOur commitment