Making homes, helping people Driving 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 people Setting out our offer

Making homes, helping people Ten step method

Making homes, helping people Involve 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 people Practice makes perfect

Making homes, helping people Stage 3 complaints

Making homes, helping people A handy guide

Making homes, helping people Learning 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 people Formal complaints

Making homes, helping people Complaint volumes July 12- June 13

Making homes, helping people Customer satisfaction so far % 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 people CRM – 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 people Welfare 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 people Income/Financial Inclusion Structure

Making homes, helping people The team

Making homes, helping people Our 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 people We spoke to the experts

Making homes, helping people We gathered data 8500 residents surveyed

Making homes, helping people Challenge 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 people Challenges faced by Welfare Reform

Making homes, helping people Our commitment