www.amicushorizon.org.uk Making homes, helping people
AmicusHorizon From Good to Great: The AmicusHorizon One Team
approach to customer care
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Making homes, helping people Us Darren HockleyCustomer
Experience Manager Marc BainesCustomer Experience Manager David
Ellis Financial Inclusion Manager
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Making homes, helping people What were going to cover The
AmicusHorizon story Complaints Management Income and Financial
Inclusion Technology
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Making homes, helping people Our homes 40% of our homes are in
London
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Making homes, helping people The AmicusHorizon story From zeros
In supervision Weak Governance Poor Customer Service Financial
meltdown Poor performance Distinct lack of organisational culture
Six inconsistent group members
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Making homes, helping people The AmicusHorizon story to Heroes:
TSA co-regulatory champion Best satisfaction compared to G15 peers
8m value for money savings (AA3 credit rating and 150m bond) Best
performance compared to G15 peers Sunday Times best company to work
for One Team
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Making homes, helping people Our People
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Making homes, helping people Training and development Customer
service training program
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Making homes, helping people Training and development Customer
friendly writing
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Making homes, helping people Training and development
Developing the whole person
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Making homes, helping people Staff Conference (Brighton
2013)
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Making homes, helping people Away day a wheelie good time
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Making homes, helping people Giving something back
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Making homes, helping people Staff Engagement and Satisfaction
A few other things Executive Team Road shows People Engagement
Groups Partnership Forum Staff surveys Monthly bulletins 90 Days of
massive action projects STAR Chambers
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Making homes, helping people Our new governance structure
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Making homes, helping people Co-regulation Directorate
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Making homes, helping people Performance compared to G15
KPIMarch 2012Rank G15 Complaints answered in time100%Number 1
Complaint satisfaction92%Number 1 Vacant homes0.37%Number 1 Overall
satisfaction93%Number 1 Re-let times13.6 daysNumber 1 Rent
arrears3.3%Number 1 Neighbourhood satisfaction91%Number 1 Repair
satisfaction97%Number 1 Repairs right first time93.1%Number 1
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Making homes, helping people Our 5 key targets
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Making homes, helping people Raising the bar Im passionate
about leading an organisation with an incredibly strong service
ethos. I want us to stun customers with an experience which shines
in our sector and beyond. Our Customer Experience Team focus on
giving customers brilliant service. They take ownership of every
complaint, work with customers and get results every time! Paul
Hackett, Chief Executive
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Making homes, helping people Customer Experience Strategy
