Housing Management team shortlisted for national award
Our housing management team has been shortlisted for a Housing Heroes Award 2018 for best customer service. The team now has a nail-biting wait until the winners are announced on June 25 at an awards ceremony in Manchester.
Having moved away from a traditional call centre and generic neighbourhood team model, our housing management service now encompasses three specialist teams of staff - the Customer Hub, People Team and Place Team.
Nigel Columbell, Director of Housing Management, said: “We’re thrilled to have been shortlisted for a Housing Heroes Award as it reflects the truly top class customer service we provide.
“Whilst still relatively new, our revised operational structure has empowered frontline staff in our Hub with the knowledge they need to help resolve customer queries and concerns at the first point of contact, while our People and Place teams have specialist knowledge in their specific service areas enabling them to resolve more complex issues and help our customers maintain their tenancies.”
He explained that our Customer First strategy had transformed how we interact with our residents, resulting in higher levels of satisfaction both from customers and staff and a dramatic fall in customer complaints from 90 per 1,000 homes in 2015/16 to 19 in 2017/18.
“Customer satisfaction is increasing and we have surpassed our 85 per cent target for 2017/18, whilst another important benefit of the changes is the increase in staff satisfaction which has virtually doubled from 44 per cent in 2015/16 to 85 per cent in 2017/18. This is a fantastic achievement and shows that an engaged and motivated workforce is central to the customer experience,” he added.
“The new housing management team should be very proud of their efforts to help us realise our ambition of delivering excellent customer service. The team’s passion and drive for continuous improvement through gaining direct feedback from our customers and other staff plays a significant part of this contribution.
“Other teams share this success, including staff from the operations directorate and support services whose help and expertise have helped us to resolve complex customer needs or to build the housing management team’s skills and resilience.”
The annual Housing Heroes Awards are organised by the Chartered Institute of Housing and Inside Housing. There are 17 categories and Midland Heart is one of eight organisations shortlisted in the customer service category.