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