1. The Regional Housing Authority Customer Service Excellence An applicant’s perspective Lorraine Campbell Housing Executive 29 th January 2009

3. Structure Chief Executive Director of Corporate Services/ Deputy Chief Executive Director of Design and Property Services Director of Housing and Regeneration Director of Finance Personnel and ManagementServices Area Offices District Offices Board Service Units

4. Systems Service Modernisation Customers Customer Service Excellence People IIP Business Improvement Strategy EFQM Excellence Model

5. Keeping on track Chief Executive (CXRG) Staff Directors Line Managers

6. The Regional Housing Authority Customer Service Excellence Standard Bearer Why did we apply?

7. Local OfficeArea Office Response MaintenancePerformance Management Estate Management Community Development/ Partnerships Housing Benefit Rent Accounting Housing Support Services Regeneration Strategies Housing Programme Management Housing Benefit Rent Accounting Customer Service Unit Miscellaneous Services Centre Inspection Modernising Services

8. Charter Mark

9. Understanding criteria WorkshopsIdentified gaps Above process replicated by managers with their units Central submission Action plan Preparing for Customer Service Excellence

10. The Regional Housing Authority CSE Criteria 1. Customer Insight 2. Culture of Organisation 3. Information and Access 4. Delivery 5. Timeliness & Quality of Service

11. The Regional Housing Authority Criterion 1 Customer Insight

12. The Regional Housing Authority Housing Community Network - - - Central HCN 5 Area HCN 35 District Housing Community Networks

13. The Regional Housing Authority Enhanced Community Network Disability Forum Youth Forum Rural Community networks Inter Community networks Housing Community Network

14. Customer Satisfaction Research Improving Customer Service Complaints Surveys Continuous Tenant Omnibus Survey (CTOS) Exit PollsMystery Shopping Scheme Surveys Maintenance Surveys AD HOC Surveys House Sales Homeless Service Users Rural Older People

16. The Regional Housing Authority Customer Journey Mapping HousingRepairs HomelessnessSchemes Housing BenefitAdaptations Rent AccountAnti-Social Behaviour

17. The Regional Housing Authority Customer Journey Maps Process Map Interaction with customer Analysis of Research Hot Spots Suggestions for improvements

19. The Regional Housing Authority Consultation with HCN Review Suggestions Presentation to policy managers Final Consultation with Central HCN Implementation Next Steps

20. The Regional Housing Authority Criterion 2 Culture of the Organisation

21. The Regional Housing Authority Mission Statement “Working together to ensure that everyone has access to a decent affordable home in a safe and healthy community.”

22. The Regional Housing Authority Core Values of NIHE Fairness and Equality Integrity and Honesty Openness and accountability Responsiveness to our customers Care for the environment Value for money Valuing and developing our staff

24. Divisional Competence Structures Repair Reporting Accounting Housing Benefit Telephone Contact Functional Generic Using IT Personal & Organisational Skills Customer Service Area Office Estate Management Response Maintenance Housing/ Homelessness Local Office

25. The Regional Housing Authority Personal Standards of Service Identify yourself Be sympathetic Be friendly Look smart Be prompt Admit mistakes Be accurate Be patient Be honest Be assured Be helpful Accept responsibility In short, treat other people the way you would like to be treated yourself

26. The Regional Housing Authority Management Charter Listen to staff views Share ideas Involve staff in business plan Recognise staff achievements Provide information Staff health, safety and welfare Regular appraisal Training and development plan Teamwork Volunteering initiatives

27. “I am nominating her because no matter when I ring the Housing Executive with a problem she is always there to help and solve it, her telephone manner never changes.” Winner and runner up at annual Management Conference

28. The Regional Housing Authority Housing Community Network Annual Conference

29. The Regional Housing Authority Criterion 3 Information and Access

30. Housing News Home Information Pack New Tenancy Officer

31. How and why Customers contact the District Office? Volume of calls: 2.5 million Maintenance 40% Housing Benefit 19% Housing 18% ‘Estate 16% Management’ Rent A/C 7% Reason for visit Housing Benefit 38% Housing/ 26% Homelessness Maintenance 9% Cash Payment 12% ‘Estate mgmt’ 11% Rent A/C 4% Volume of visits to counter: 400,000 Incoming Post 1.2mill ● HB 80% + ● Housing 8% ● Others 11% ● Email < 1%

32. New Website Kiosks

33. Digital Inclusion

34. The Regional Housing Authority Criterion 4 Delivery

35. TargetActualTarget Met Ensure that the number of void properties 1.5%1.03% does not exceed 1.5% of total housing stock Relet at least 95% of properties within two weeks of previous tenancy termination 95%100% Process at least 90% of housing applications within 20 working days 90%95% Process new claims HB average 29 days 29 days35 days  Repairs Emergency95%99% Urgent95% Routine 95%94%  Performance Monitor

36. The Regional Housing Authority Customer Satisfaction

37. The Regional Housing Authority Benchmarking NI Best Practice

38. Complaints procedure

39. Customer Service- Perceived Failure Reports

40. The Regional Housing Authority Criterion 5 Timeliness and Quality of Service

42. The Regional Housing Authority Customer Service Unit

43. E-Benefit

44. The Regional Housing Authority Appointments Appointment system Appointment reminder pilot- texts

45. The Regional Housing Authority Mystery shopper

46. The Regional Housing Authority Lessons learned Involve all staff Involve customers early Steal Ideas! Welcome cynics Keep good records Be prepared for criticism Celebrate success!

47. The Regional Housing Authority Next Steps Customer Segmentation Customer Journey Maps plus LEAN Process Reviews Continuous improvement