Improve Complaint Management Process Help People Faster.

66% Average customer satisfaction rating for a social housing provider

91% Complainers satisfied with us

Identify pain points. Lead your changes. Keep learning. Stay helpful. It’s your turn. Now.

Let’s take a step back.

Over 160 languages. 55% black & minority. 5 th most deprived in UK. Haringey Greater London

Not in Education, Employment, or Training. 4 out of 10 Nothing.

Found 2006 House people Full landlord services We strive to stop this.

Prevention 2 days 5-stage process 10 Days Stage 1 25 Days Stage 2 DAY Stage 3 DAY 30 Prevention 2 days Prevention Apology and promise to act Prevention Help via phone

Now it’s time to change. But where to start?

1. Listen BureaucraticHas too many stagesMissing deadlines People find our old system

People suggest us to 1. Listen Simplify processes Reduce stages Act > investigate

1. Listen “we’re planning a new system, what do you think?” Great! 20% It’s up to you! 60% (Others) 20%

Improve Work better with feedbacks. Step 2 Then: 30 daysNow: 20 days

2. Work better The new feedback scheme. Start Complaint process DAY5 DAY20 Quick Fix Service Investigation Stage days Independent Review Stage 2

3. Unite Repairs Solution Team Feedback Team Director Level Ask for supportAllow changes Customer FeedbackAgreement

Introducing Dave. 4. Bring in players Feedback Officer PR Advice Technical Advice QC Trained operative Repair with care Repairs Manager

4. Bring in players 11 visits JANOCT visits 2 fixed on site 9 report back 10 fixed on site 29 report back GO, SWAT.

We’ve all been there. Once.

Everything changes. For our team. Everything For people. With 5 steps taken,

Everyone’s happy Outcome Handling % 80% 91.5%

Resolutions, faster and fewer. Help faster Then 30 days Now 5 days 12 days 20 days

Keep learning Learning controls Put back what you’ve learnt Help fast, learn faster Monthly board meetings

Let’s start the journey of change.