Staff Update Sept 2016

what we’re doing

Project What is it? Update / Measures / Next Steps
Home Visits
Staff visiting tenants with a colleague  Analysis of first round of visits complete
Customer Service they don’t normally have a much contact o Major theme is that we aren’t communicating with customers in a consistent way.
Guide People feel out of touch with complex issues and don’t feel that they know what
Clear Communications with to carry out doorstep surveys.
Guide is going on
Customer Service o Secondary theme was that we ought to be following up & checking on
Standards
contractor’s work – Front Line Services now calling customers after around 30%
Compensation Budget
of repairs to check whether everything seems to be OK.

 Next round of visits to be arranged for September when staff has returned from leave.

 Next focus would be to speak with tenants who have had a recent experience of our

service to see if things are getting any better

Guide outlining behaviours and  Very positive feedback from staff.
procedures that staff are expected to  Document now included in staff inductions
demonstrate when in contact with
customers

Guide to help staff communicate in a way  Presented to staff 3/8/2016

that is clearer and to promote a way of  Document now included in staff inductions
communicating that will encourage

customers to act.

This will give all staff clear standards to  Meeting held with Residents’ Forum to discuss standards
adhere to when carrying out a range of  In design phase. We feel it’s important that the document is designed in such a way
processes. They will be publicised so
that both colleagues and customers are that reflects its importance and permanence.
aware of what is expected.
 Design to be completed by Mid-October

Adopting new approach to how we  Draft criteria complete

address poor customer service. We will  Criteria will look at length of time there’s been an issue, amount of customer effort

be developing criteria which recognises that has gone into resolving it and scale of the problem.

and acknowledges the inconvenience our  Range of options to be considered as opposed to just money (Flowers / cards etc.)

customers sometimes go through caused  Survey to be developed to measure success of the scheme
by poor service.

customer and communication services September 2016
archeshousing.org.uk/ccs

Project What is it? When we’ll do it
Quite a large project – to begin in
Customer Journey Mapping This will identify several customer journeys and identify interactions with colleagues and the new year
partners to see if there are any opportunities to improve processes.
(This is the journey through their contact with us, not a geographical survey) Beginning in September

Telephone Mentoring Regular meetings will be held with staff to hear a selection of their phone calls. We’ll Beginning in October
compare the calls to the expectations set out in the Customer Service Guide This will be a
chance to reflect behaviour and challenge inconsistency but praise good practice. Begin in October – approx. 3
month project
Letter Mentoring We’ll check letters that staff are sending to our customers and compare them to the Begin October
standards set out in the Clear Communications Guide.
Report by end of September,
Contractor Customer A customer service guide will be written specifically for contractors. This will be developed decision by Mid-October
Service Guide with contractor and tenant input and training will be delivered when it is finalised.

Complaints Process review The team have taken control of complaints since April. We will review the process
including how complaints are logged, what data will be recorded and reported on and
standard letters.

Wednesday morning Trial continued through June to August (inclusive). Feedback and outcomes being
closure gathered before final decision by SMT

customer and communication services September 2016
archeshousing.org.uk/ccs