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

Improve Complaint Management Process Help People Faster

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Page 1: Improve Complaint Management Process Help People Faster

Improve Complaint Management Process

Help People Faster.

www.homesforharingey.org

Page 2: Improve Complaint Management Process Help People Faster

66%Average customer satisfaction

rating for a social housing provider

2012-13

www.homesforharingey.org

Page 3: Improve Complaint Management Process Help People Faster

91%Complainers satisfied

with us 2012-13

www.homesforharingey.org

Page 4: Improve Complaint Management Process Help People Faster

Identify pain points.

Lead your changes.

Keep learning.

Stay helpful.

It’s your turn.Now.

www.homesforharingey.org

Page 5: Improve Complaint Management Process Help People Faster

Let’s take a step back.

www.homesforharingey.org

Page 6: Improve Complaint Management Process Help People Faster

Over 160 languages.55% black & minority.5th most deprived in UK.

HaringeyGreater London

www.homesforharingey.org

Page 7: Improve Complaint Management Process Help People Faster

Not in Education, Employment,or Training.

4 out of 10

Nothing.www.homesforharingey.org

Page 8: Improve Complaint Management Process Help People Faster

Found 2006House 60000+ peopleFull landlord services

We strive to stop this.

www.homesforharingey.org

Page 9: Improve Complaint Management Process Help People Faster

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

Page 10: Improve Complaint Management Process Help People Faster

Now it’s time to change.But where to

start?

www.homesforharingey.org

Page 11: Improve Complaint Management Process Help People Faster

1. Listen

BureaucraticHas too many stages Missing deadlines

People find our old system

www.homesforharingey.org

Page 12: Improve Complaint Management Process Help People Faster

People suggest us to

1. Listen

Simplify processesReduce stages Act > investigate

www.homesforharingey.org

Page 13: Improve Complaint Management Process Help People Faster

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

Page 14: Improve Complaint Management Process Help People Faster

ImproveWork better with feedbacks.

Step 2

Then: 30 days Now: 20 days

www.homesforharingey.org

Page 15: Improve Complaint Management Process Help People Faster

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

Page 16: Improve Complaint Management Process Help People Faster

3. Unite

Repairs Solution Team

Feedback Team

Director Level

Ask for support Allow changes

Customer

Feedback Agreement

www.homesforharingey.org

Page 17: Improve Complaint Management Process Help People Faster

Introducing Dave.

4. Bring in players

FeedbackOfficer PR

AdviceTechnicalAdvice

QC

Trained operative

Repair with care

RepairsManager

www.homesforharingey.org

Page 18: Improve Complaint Management Process Help People Faster

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

Page 19: Improve Complaint Management Process Help People Faster

We’ve all been there.Once.

www.homesforharingey.org

Page 20: Improve Complaint Management Process Help People Faster

Everything changes.Everything changes.

For our team.

www.homesforharingey.org

Everything

For people.

With 5 steps taken,

www.homesforharingey.org

Page 21: Improve Complaint Management Process Help People Faster

Everyone’s happy

OutcomeHandling

2010 2011 2012

90%

80%

91.5%

www.homesforharingey.org

Page 22: Improve Complaint Management Process Help People Faster

Resolutions, faster and fewer.

Help faster

Then

30 days

Now

5 days 12 days

20 days

www.homesforharingey.org

Page 23: Improve Complaint Management Process Help People Faster

Keep learning

Learningcontrols

Put back whatyou’ve learnt

Help fast,learn faster

Monthly boardmeetings

www.homesforharingey.org

Page 24: Improve Complaint Management Process Help People Faster

Let’s start the journey of change.

www.homesforharingey.org