You Said We Did - Viewpoint Teams

February 1st, 2017 in Anyone@home community

# Feedback written in chalk

North East Viewpoint team


During 2016 the North East Viewpoint team met six times and gave their views and decisions on a range of local, regional and national issues.  Here are your main issues and recommendations and what we have done as a result.

You said

We did

Customer Promise Assessment priorities and paperwork:

  • Minimum of  4 Customer Promise Assessments
  • Assess – Hylton Lane,  West View, Hebburn, Beacon Hill, Tow Law, Leam Lane, neighbourhoods
  • Pilot telephone assessments
  • Update and improve paperwork
  • we piloted improved paperwork in February and March
  • we reviewed the 2016/17 assessment plan to support the new business model and zone changes
  • we completed all 6 assessments
  • North East Viewpoint Team and Customer Insight Team developed assessment questions to measure the impact of the new business model
  • we piloted telephone assessments in 2 neighbourhoods, Tow Law and Leam Lane
  • we have a regular agenda item to discuss findings and feedback

  • we piloted improved paperwork in February and March
  • we reviewed the 2016/17 assessment plan to support the new business model and zone changes
  • we completed all 6 assessments
  • North East Viewpoint Team and Customer Insight Team developed assessment questions to measure the impact of the new business model
  • we piloted telephone assessments in 2 neighbourhoods, Tow Law and Leam Lane
we have a regular agenda item to discuss findings and feedback

Communication

  • review Live Chat
  • review the interactive voice response message at the customer service centre
  • be involved with KISS (keep it short and simple)
  • promote new digital channels
  • write articles for Homelife
  • Customers reviewed Live Chat in July and their views being used to improve the service
  • we shaped the interactive voice response message using customer feedback
  • Customers reviewed 5 documents in June using the KISS standards
  • we promote all communication channels at customer promise assessments and workshops. Working Together month focussed on digital involvement
  • Customers produced 4 articles for Homelife

  • Customers reviewed Live Chat in July and their views being used to improve the service
  • we shaped the interactive voice response message using customer feedback
  • Customers reviewed 5 documents in June using the KISS standards
  • we promote all communication channels at customer promise assessments and workshops. Working Together month focussed on digital involvement
Customers produced 4 articles for Homelife

Viewpoint team meetings

  • we’d like to review services that are important to us
  • alternate meetings and customer promise assessments
  • we added a regular agenda item for customers to shape their own agendas
  • customers now chair their own meetings
  • we changed the frequency of meetings to every 2 months so that customers could carry out customer promise assessments in between meetings

  • we added a regular agenda item for customers to shape their own agendas
  • customers now chair their own meetings
we changed the frequency of meetings to every 2 months so that customers could carry out customer promise assessments in between meetings

Training

  • you want to keep up to date with Housing matters and what other tenants are involved in

Customers attended:

  • TPAS conference in February
  • TPAS awards in April
  • Trafford Hall in October

Performance Monitoring

  • monitor at every meeting
  • review past performance to help identify trends
  • improve performance data / graphs so they are more meaningful
  • we tailored reports to track performance and make it easier for customers to monitor performance
  • we introduced the voice of the customer reports in October to help customers monitor and challenge performance
  • customers influence which service area they would like to review and we provide the performance information

  • we tailored reports to track performance and make it easier for customers to monitor performance
  • we introduced the voice of the customer reports in October to help customers monitor and challenge performance
customers influence which service area they would like to review and we provide the performance information

National Energy Action

Share information with other customers to help them benefit

  • Customers helped write an article for  Homelife
  • We published information on the web-site

Rent Calculation Consultation

  • Simplify the rent calculation table and include in the rent increase letter
  • introduce a simple rent calculator tool and promote through the web-site
  • promote through Homelife, Facebook, Twitter, Web-site, rent statements / arrears letters
  • we have updated our rent increase letter with an explanation of how rent is calculated. This will be circulated to all customers in February/March 2017
  • we are creating a simple rent calculator tool and making this available to customers through Home Groups website
  • we are promoting the calculation with customers through Home Life magazine, Facebook and Twitter

 

  • we have updated our rent increase letter with an explanation of how rent is calculated. This will be circulated to all customers in February/March 2017
  • we are creating a simple rent calculator tool and making this available to customers through Home Groups website
  • we are promoting the calculation with customers through Home Life magazine, Facebook and Twitter

Conversocial Consultation

You gave your views on the approach to greetings, responses and closing conversations for Twitter and Facebook

  • we have used your views to shape communications and responses to customers

 

 

Customer Forum

You gave your views on Right to Buy and High Income social tenants

The feedback was passed onto the project teams to provide a customer perspective and influence these 2 areas of development. Home is not pursuing the High Income Social tenant’s policy at this time

You’d like to scrutinise the new business model

  • measuring staff turnover
  • reviewing new communication channels
  • finding out about response timescales
  • we provided you with information about staff turnover in December
  • we reviewed Live Chat in July
  • we involved you in shaping the Customer Service centre skills framework
  • we provided you with information about our response timescales for general enquiries

Payment Methods Consultation

You told us which were your preferred methods of payment

Your views will be added to a wider consultation and shape our communication, processes and resources around paying rent