1. Improve Complaint Management Process Help People Faster. www.homesforharingey.org

2. 66% Average customer satisfaction rating for a social housing provider 2012-13 www.homesforharingey.org

3. 91% Complainers satisfied with us 2012-13 www.homesforharingey.org

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

5. Let’s take a step back. www.homesforharingey.org

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

7. Not in Education, Employment, or Training. 4 out of 10 Nothing. www.homesforharingey.org

8. Found 2006 House 60000+ people Full landlord services We strive to stop this. www.homesforharingey.org

9. Prevention 2 days 5-stage process 10 Days Stage 1 25 Days Stage 2 DAY 10 20 Stage 3 DAY 30 Prevention 2 days Prevention Apology and promise to act Prevention Help via phone www.homesforharingey.org

10. Now it’s time to change. But where to start? www.homesforharingey.org

11. 1. Listen BureaucraticHas too many stagesMissing deadlines People find our old system www.homesforharingey.org

12. People suggest us to 1. Listen Simplify processes Reduce stages Act > investigate www.homesforharingey.org

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

14. Improve Work better with feedbacks. Step 2 Then: 30 daysNow: 20 days www.homesforharingey.org

15. 2. Work better The new feedback scheme. Start Complaint process DAY5 DAY20 Quick Fix Service Investigation Stage 1 +20 days Independent Review Stage 2 www.homesforharingey.org

16. 3. Unite Repairs Solution Team Feedback Team Director Level Ask for supportAllow changes Customer FeedbackAgreement www.homesforharingey.org

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

18. 4. Bring in players 11 visits JANOCT 2012 39 visits 2 fixed on site 9 report back 10 fixed on site 29 report back GO, SWAT. www.homesforharingey.org

19. We’ve all been there. Once. www.homesforharingey.org

20. Everything changes. For our team. www.homesforharingey.org Everything For people. With 5 steps taken, www.homesforharingey.org

21. Everyone’s happy Outcome Handling 201020112012 90% 80% 91.5% www.homesforharingey.org

22. Resolutions, faster and fewer. Help faster Then 30 days Now 5 days 12 days 20 days www.homesforharingey.org

23. Keep learning Learning controls Put back what you’ve learnt Help fast, learn faster Monthly board meetings www.homesforharingey.org

24. Let’s start the journey of change. www.homesforharingey.org