Making homes, helping people
AmicusHorizon
From Good to Great: The AmicusHorizon ‘One Team’ approach to customer care
www.amicushorizon.org.uk
Us…
Making homes, helping people
Darren Hockley
Customer Experience Manager
Marc Baines
Customer Experience Manager
David Ellis
Financial Inclusion Manager
What we’re going to cover…
• The AmicusHorizon story
• Complaints Management
• Income and Financial Inclusion
• Technology
Making homes, helping people
Our homes
Making homes, helping people
40% of our homes are in London
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
Making homes, helping people
The AmicusHorizon story
Making homes, helping people
…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
Our People
Making homes, helping people
Training and development
Customer service training program
Making homes, helping people
Training and development
Making homes, helping people
Customer friendly writing
Training and development
Developing the ‘whole person’
Making homes, helping people
Staff Conference (Brighton 2013)
Making homes, helping people
Away day – a ‘wheelie’ good time
Making homes, helping people
Giving something back
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
Making homes, helping people
Our new governance structure
Making homes, helping people
Co-regulation Directorate
Making homes, helping people
Performance compared to G15
Making homes, helping people
KPI
March 2012
Rank G15
Complaints answered in time
100%
Number 1
Complaint satisfaction
92%
Number 1
Vacant homes
0.37%
Number 1
Overall satisfaction
93%
Number 1
Re-let times
13.6 days
Number 1
Rent arrears
3.3%
Number 1
Neighbourhood satisfaction
91%
Number 1
Repair satisfaction
97%
Number 1
Repairs right first time
93.1%
Number 1
Our 5 key targets
Making homes, helping people
Raising the bar
Making homes, helping people
I’m 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
Customer Experience Strategy
Making homes, helping people
The team
Making homes, helping people