1. www.amicushorizon.org.uk Making homes, helping people AmicusHorizon From Good to Great: The AmicusHorizon ‘One Team’ approach to customer care

2. Making homes, helping people Us… Darren HockleyCustomer Experience Manager Marc BainesCustomer Experience Manager David Ellis Financial Inclusion Manager

3. Making homes, helping people What we’re going to cover… The AmicusHorizon story Complaints Management Income and Financial Inclusion Technology

4. Making homes, helping people Our homes 40% of our homes are in London

5. Making homes, helping people The AmicusHorizon story From zeros… In supervision Weak Governance Poor Customer Service Financial meltdown Poor performance Distinct lack of organisational culture Six inconsistent group members

6. Making homes, helping people The AmicusHorizon story …to Heroes: TSA co-regulatory champion Best satisfaction compared to G15 peers £8m value for money savings (AA3 credit rating and £150m bond) Best performance compared to G15 peers Sunday Times best company to work for One Team

7. Making homes, helping people Our People

8. Making homes, helping people Training and development Customer service training program

9. Making homes, helping people Training and development Customer friendly writing

10. Making homes, helping people Training and development Developing the ‘whole person’

11. Making homes, helping people Staff Conference (Brighton 2013)

12. Making homes, helping people Away day – a ‘wheelie’ good time

13. Making homes, helping people Giving something back

14. Making homes, helping people Staff Engagement and Satisfaction A few other things… Executive Team Road shows People Engagement Groups Partnership Forum Staff surveys Monthly bulletins 90 Days of massive action projects STAR Chambers

15. Making homes, helping people Our new governance structure

16. Making homes, helping people Co-regulation Directorate

17. Making homes, helping people Performance compared to G15 KPIMarch 2012Rank G15 Complaints answered in time100%Number 1 Complaint satisfaction92%Number 1 Vacant homes0.37%Number 1 Overall satisfaction93%Number 1 Re-let times13.6 daysNumber 1 Rent arrears3.3%Number 1 Neighbourhood satisfaction91%Number 1 Repair satisfaction97%Number 1 Repairs right first time93.1%Number 1

18. Making homes, helping people Our 5 key targets

19. Making homes, helping people Raising the bar I’m passionate about leading an organisation with an incredibly strong service ethos. I want us to stun customers with an experience which shines in our sector and beyond. Our Customer Experience Team focus on giving customers brilliant service. They take ownership of every complaint, work with customers and get results – every time! Paul Hackett, Chief Executive

20. Making homes, helping people Customer Experience Strategy

21. Making homes, helping people The team