Customer Engagement -

Worth Every Penny 25 April 2013

Our presentation

• A little bit about us

• Why we needed a fresh approach

• What we’re doing

• Why it’s worth every penny

Aster Communities and

Synergy Housing

• Merger in 2012

• 27,000 homes across South and South

West

• 40,000 customers

• Being brave and bold!

Brave and bold…….

in challenging times

• Welfare reform

• Regulation

• Recession

• Understanding our business

Also had internal

opportunities….

• Getting the most from our merger

• Rebalancing our relationship with customers

• Making the most of our partnerships

• Making investment in our communities count

Involving customers at a

governance level ….

Customer Board

Customer Scrutiny Panel

Our Neighbourhood

Approach

• Management Zones

• Dashboards

• Neighbourhood Panels

Let’s tell you the story…

Dashboards

Dashboards

Let’s talk about

measuring success

• Investment £160k….£288….£448

• Panels 10……18…….28

• Customers 100…180……280

• Local offers 20…..36…….56

Now let’s talk about the

stuff that really matters…

Why it’s worth every penny!

• Making our business local

• Involving customers to take ownership of their communities

• Local decisions…made by local people

• Rebalanced relationships

• Getting value out of local partnerships

• Attracting match funding

It’s not all about us….

• Is it worth every penny in your

organisation?

• Do you know the true outcomes?

• Is this a priority for your board and

leadership team?

• What’s the future for involvement?

Contact us

Jean Dalziel

• 07702 953501

• jean.dalziel@astercommunities.co.uk

Hannah Allen

• 07917 849138

• hannah.allen@astercommunities.co.uk