Customer care at DGHP

Putting the

customer

at the heart

of everything

We do Scottish Housing Regulator

Equality Act 2010

1 Created by Anne Collins 2016

DGHP

Registered

Social Landlord

Performance in

line with Scottish

Housing Charter

Reports to Scottish Housing

Regulator

Equality Act 2010 Adheres to

2

DGHP responds to diversity of customer and local housing needs

Created by Anne Collins 2016

Principles of Customer Care in

5 key principles

1. To customers front-line representatives are the company.

2. Employee satisfaction matters

3. Show customers they are valued, don’t assume they know it.

4. Internal customer care is as important as external customer care.

5. Train your staff to deliver great customer services and hold them accountable

Quote from Vasudha Deming – MHI Global

3 Created by Anne Collins 2016

To customers front line representatives

are the company.

Customer

contact: phone, letter,

website, email, face to face

Neighbourhood

Manager

Contractors

Customer

Service

Centre

Technical

Inspector

Branch

Customer

Advisor

Clerk of

Works

ASB Team

Income

Officer

Everyone should regard themselves as front line staff 4

Created by Anne Collins 2016

Being prompt and responsive in all our communications.

Having staff with knowledge to do the job

Treat every customer as you would like to be

treated.

Always do your best for the customer

To every customer you are DGHP

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Employee satisfaction matters

Feels good to be of service .

Motivated employees = Strong culture of customer care.

Regular training and encouragement leads to:

Confident employees feeling empowered to do their best

We feel part of a team when:

We feel valued by the company we work for

We know the vision and values of the company

Employee

Satisfaction

Great

Customer

Service

Interdependent

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Family Quality of life

transformed

Government

Grants

Contractors:

Builders

Engineers

Housing

Services

Manager

Housing

Services

Architects

Council

Clerk of

Works

Admin staff (me)

Team DGHP

Video Presentation – Custom built home for family with disabled child

Development

Team

7 Created by Anne Collins 2016

Show customers they are valued,

don’t assume they know it.

Show gratitude to customers

Earn the customers business and trust

DGHP Customer Service Commitments booklet reflects Principle No 3

Listening to what you tell us is key to delivery of appropriate

services.

Getting it right first time and deliver our promises.

Encouraging comments and complaints.

Providing a personalised service to meet each customer’s needs.

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Tenant Participation

Complaints

Procedure

Customer

Satisfaction

Surveys

Tenant Board

member

Community

Participation

Service

District

Management

Committees

Telephone

conversations

Focus

Groups

Scrutiny

Panel

Listen and take account of tenants views and ideas

on service provision.

Tenant

Conference

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DGHP communication via : Website Leaflets Newletters

DGHP Report Card

Details performance against Scottish National Average

10

Created by Anne Collins 2016

Feedback from tenants indicated flats were not popular.

Opportunity taken to provide much needed new houses.

Flats: Houses:

High Density Low density & garden

Difficult to let Family housing

No right to buy Spacious & affordable

Expensive to heat Not suitable for families

Poor condition Energy Efficient

Play area for kids – safe

Transformation

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Internal customer care is just as important

as external customer care.

Service provided to colleagues impacts the quality of external

customer care.

Internal customers depend on colleagues for:

Prompt and Timely Response

Quality & Accuracy

Expert knowledge

Demonstrate excellence in each and every task through

Commitment Communication

Consistency Completeness

12 Created by Anne Collins 2016

Train your staff to deliver great customer services and

hold them accountable.

A Customer Service Centre Advisor :

Wide knowledge of services, good at active listening, problem solving, negotiating and calming stressed customers.

Strong and consistent coaching on an on-going basis

Managers support staff to excel

Hold everyone accountable to achieve DGHP’s goals

Reward and Recognise success

Investing in skills & knowledge of employees

= investment in customer

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Training

Repairs

Academy

Case

Management

I.T.

MS office

Institute of

Customer

Services

Work

shadow

Equality &

Diversity

Telephone

Skills

Certificate

in Housing 2

Health &

Safety One to one

coaching

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5 Key Principles of Customer Care

Best practice framework for internal and

external customers

1. To customers front-line representatives are the

company.

2. Employee satisfaction matters

3. Show customers they are valued, don’t assume they

know it.

4. Internal customer care is as important as external

customer care.

5. Train your staff to deliver great customer services and

hold them accountable

Quote from Vasudha Deming – MHI Global

15 Created by Anne Collins 2016

These principles are guidelines that DGHP puts

into practice to deliver:

‘High quality services that are accessible, efficient,

responsive and offer choice to produce positive outcomes

based on their needs and respecting diversity in all that we

do’

‘These commitments ensure we meet own service delivery

objectives and those of the Scottish Housing Regulator’

Putting the customer at the heart of everything we do.

Anne Collins © 16 Created by Anne Collins 2016