Making homes, helping people
From Good to Great: The AmicusHorizon ‘One Team’ approach to customer care www.amicushorizon.org.uk

Us…
Darren Hockley Customer Experience Manager
Marc Baines
David Ellis
Customer Experience Manager
Financial Inclusion Manager
Making homes, helping people

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
Customer friendly writing
Making homes, helping people

Training and development
Developing the ‘whole person’
Making homes, helping people

Staff Conference (Brighton 2013)
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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
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Co-regulation Directorate
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Performance compared to G15
KPI
Complaints answered in time
Complaint satisfaction
Vacant homes
Overall satisfaction
Re-let times
Rent arrears
Neighbourhood satisfaction
Repair satisfaction
Repairs right first time
March 2012
100%
92%
0.37%
93%
13.6 days
3.3%
91%
97%
93.1%
Making homes, helping people
Rank G15
Number 1
Number 1
Number 1
Number 1
Number 1
Number 1
Number 1
Number 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