improve complaint management process help people faster
TRANSCRIPT
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Improve Complaint Management Process
Help People Faster.
www.homesforharingey.org
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66%Average customer satisfaction
rating for a social housing provider
2012-13
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91%Complainers satisfied
with us 2012-13
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Identify pain points.
Lead your changes.
Keep learning.
Stay helpful.
It’s your turn.Now.
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Let’s take a step back.
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Over 160 languages.55% black & minority.5th most deprived in UK.
HaringeyGreater London
www.homesforharingey.org
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Not in Education, Employment,or Training.
4 out of 10
Nothing.www.homesforharingey.org
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Found 2006House 60000+ peopleFull landlord services
We strive to stop this.
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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 2 days
PreventionApology and
promise to act
PreventionHelp via phone
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Now it’s time to change.But where to
start?
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1. Listen
BureaucraticHas too many stages Missing deadlines
People find our old system
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People suggest us to
1. Listen
Simplify processesReduce stages Act > investigate
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1. Listen
“we’re planning a new system, what do you think?”
Great!
20%
It’s up to you!
60%
(Others)
20%
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ImproveWork better with feedbacks.
Step 2
Then: 30 days Now: 20 days
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2. Work better
The new feedback scheme.
Start
StartComplain
tprocess
DAY5 DAY20
Quick Fix
Service Investigation
Stage 1
+20
days
Independent Review
Stage 2
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3. Unite
Repairs Solution Team
Feedback Team
Director Level
Ask for support Allow changes
Customer
Feedback Agreement
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Introducing Dave.
4. Bring in players
FeedbackOfficer PR
AdviceTechnicalAdvice
QC
Trained operative
Repair with care
RepairsManager
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4. Bring in players
11visits
JAN OCT
2012
39visits
2 fixed on site
9 report back
10 fixed on site29 report back
GO, SWAT.
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We’ve all been there.Once.
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Everything changes.Everything changes.
For our team.
www.homesforharingey.org
Everything
For people.
With 5 steps taken,
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Everyone’s happy
OutcomeHandling
2010 2011 2012
90%
80%
91.5%
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Resolutions, faster and fewer.
Help faster
Then
30 days
Now
5 days 12 days
20 days
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Keep learning
Learningcontrols
Put back whatyou’ve learnt
Help fast,learn faster
Monthly boardmeetings
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Let’s start the journey of change.
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