Customer Services & Communications Forum 23/02/18 Armitt House, Cheadle Hulme 10.00am 12.00pm

Transcription

1 Customer attendees from: Orchard Court Beenham Close Hilton Court Equity colleague attendees: Debbie Bell, Customer Solutions Manager Helen Hagerty, Customer Services Team Leader Angela Newall, Customer Solutions Officer Helene Orchard, Communications Officer Jo Hampshire, Customer Engagement Specialist Jo Hampshire, Customer Engagement Specialist Welcome to customers Housekeeping review Health & Safety review Code of Conduct for Forums reviewed Helene Orchard, Communications Officer Opened up the meeting and explained the make-up of the Brand, Marketing and Communications Team. Customers were offered a Power Point presentation on the new corporate branding. Helene reviewed the website and explained that it has been offered a re-fresh with a new website being rolled out in near future. Helene discussed the Groups commitment to digital promotion. Debbie Bell, Customer Solutions Manager Opened by asking what customers would like to see at this forum. Customers offered the opportunity to discuss this and pass on feedback. Debbie ran through an overview of the Customer Solutions Team, and described colleague roles within the team.

2 Debbie explained what the Incoming Voice Recorder (IVR) is and the different telephone lines and channels. Debbie advised that IVRs can be changed to include pertinent details and information, i.e. issues with gardeners, changes to opening times and so on. Debbie ran through the numbers of calls and statistics for calls taken by the Customer Solutions Team in the past year. It was mentioned that following a customer survey, it was decided and agreed that the acceptable call holding time is 60 seconds. Debbie confirmed that customer satisfaction relating to customer experience when contacting the Customer Solutions Centre, is monitored by her and customers are sent a monthly survey to complete by text. Customers raising any form of dissatisfaction following the text, are called back personally by Debbie. Debbie discussed recent changes to the service as a result of customer feedback: Use of texts to confirm repairs appointments Removal of position in call queue and prompt on the IVR Direct Dial numbers given to customers for Customer Relationship Managers The addition of Money Advice; Customer Involvement and Equity Living Services on telephone lines Moving forward: The business aim is to reduce the number of phone contacts to pay rent as it costs the Group to process each rent payments. In terms of Value for Money (VfM), the money should be used to improve services to customers The promotion of digital interaction The introduction of webchat Customer Feedback Team Helen Hagerty, Customer Services Team Leader introduced the Customer Feedback team. Helen explained that the team is passionate about resolving issues for customers as quickly as possible. A PowerPoint presentation was offered to customers outlining compliments/complaints received by the Group:- The team s aim is to look at how customers can pass on compliments for colleagues. Helen would like to run a session around this at the next forum Angela Newall, Customer Solutions Officer reviewed the complaints statistics and explained that Stage 0 complaints are handled at first point of contact by the call centre team or by the handlers in Reception Angela explained the process and timescales for the handling of Stage 1 complaints The Customer Feedback team discussed the trends in complaints to include number of complaints in the year, stages of complaints, service areas, type of property/tenure, regions/district and so on

3 Service improvements made as a result of customer feedback was discussed, which includes, the implementation of a new, smarter Housing Management System; the introduction of a new repairs service; the Customer Relationship Managers having smaller patches, meaning that customers will now have one point of contact when raising issues or enquiries relating to their rent; repairs and Anti-Social Behaviour The Customer Feedback team encourage customer involvement following complaints and during the process The team is embracing digital engagement by offering customers the opportunity to log feedback via MyEquity and via the website and where customers advise there preferred method of contact is by , all feedback correspondence is sent this way Any Other Business (AOB) Nothing noted Items for the next agenda Debbie Bell will ask customers to participate in an exercise around the Customer Solutions Team quality scoring form Helen Hagerty will include agenda items around Stage 0 and Stage 1 complaints and compliments and look at how easy it is for customers to provide us with feedback Helene Orchard will include an interactive website session on the next agenda. You Said A customer raised that when calling the Customer Solutions Centre, the music whilst waiting on the telephone is quite downbeat and that messages are not very informative. A customer commented that they found that not much information/ communication is made available to customers by way of updates. They stated that often customers do not see honest information about services and the We Did Debbie Bell explained the IVR (Incoming Voice Recorder), and how the lines work. As a Group we use each line to pass on information about services customers receive or can access. Debbie acknowledged the feedback for consideration when recording future messages, however we want to be able to promote the services that we offer to our customers such as the Money Advice Service that is currently promoted on rents lines. We will look to change these messages each quarter. In terms of the holding music, in order to embrace Value for Money (VfM), the Group uses stock, free of change holding music rather than pay for a piece of holding music which can cost thousands of pounds. Please see information shared regarding Glendale.

4 Groups acknowledgement of poor service and service failures which would reassure customers that the group are aware of issues and that these are being addressed. The customer also raised questions about the Customer Feedback process and commented that they found it to feel very process driven when matters could be resolved at first point of contact. A question was raised about the current gardening service. When asked what customers would like to see at this forum in the future, a customer advised that they feel the content of forums is good and the information passed on relevant and pertinent. The customer went on to advise that whenever they have a personal enquiry or question this would be directed at the Customer Relationship Manager (CRM) and not raised at forums. The customer confirmed that they always receive a response from their CRM. The customer asked how the re-branding demonstrates VfM. The process for investigating complaints was discussed and the Customer Feedback team explained why and when complaints will be escalated to the various stages. This is to ensure fairness and consistency for all customers. Any informal matters can be dealt with at first point of contact by the Customer Relationship Managers, Property Services Officers and the Customer Solutions Team. There is a policy in place so that we can monitor and audit our processes, should a complaint be pursued through the Housing Ombudsman Service. Debbie Bell advised that the Customer Services and Communications team do not manager this area however will get an update as requested. A web page now available for customers providing updates around this service: In terms of raising our profile in the past we have not focussed on our position

5 Customers were advised that the Group will be encouraging digital engagement with customers and that moving forward, the annual Newsletter will no longer be made available in print format. in the market and the work we do is being promoted and this is backed up with the stronger look. Further to customer feedback, the website was deemed to be confusing so this drove the website refresh. We can demonstrate VfM through the work that is being done in house by the Communications Team, having greater control of the brand means that we can continue to do this. We have cut our print costs massively with the introduction of electronic letter headed and the reduction in print of our newsletters and leaflets. Customers agreed that this was a good money saving idea as they felt the Newsletters never got read. A customer asked that in light of the Group s promotion of digital engagement with customers, what will happen if customers don t want to engage digitally - how they will be communicated with. Equity has not produced a newsletter for 18 months and in that time we have had one enquiry from a customer about when they will receive the next version. The improvements in our website allows us to post more regular, up to date information for customers. In addition, with the new neighbourhood s structure in place, customers will now be seeing their CRM on a more regular basis. We will continue to update the website and social media channels in the usual way, however customers also have the opportunity to gain information from their CRM and access to the Customer Solutions Team is still available.

6 A customer raised that she receives two copies of every written piece of correspondence which does not demonstrate good VfM. During a discussion about the VfM it was raised that the Group encourage customers to pay their rent by Direct Debit as charges are incurred for payments taken over the telephone. A customer asked why we don t enforce Direct Debit payments for all customers. A customer raised that people may pay rent by telephone because they don t have their rent account number or receive benefit payments on irregular days. Customer passed on that he feels that most complaints could be resolved a first point of contact but they seem to be escalated within the complaints process. A customer raised issues with lights at their scheme and outstanding repairs. Debbie described the current systems may be causing this issue and that in the next 18 months we will be implementing a new, smarter system. *The customer who raised this point has been contacted with the outcome of her enquiry. Debbie Bell explained that they will always encourage Direct Debit payments at the sign up stage of the Allocations process however, quite often customers cancel their Direct Debit at a later stage and commence by paying by telephone. The result of this is that we have to pay charges. Debbie Bell advised that where possible we need to reduce the number of rent payments taken by telephone as it is costing customer s money which could be spent elsewhere, i.e. planned improvement works. Debbie advised that customers are able to contact us for details about their rent account number. Jo Hampshire explained that our Customer Feedback policy stipulates that Stage 0 complaints have to be resolved within 24 hours and therefore complaints that need more in-depth investigation will fall outside the 24 hour timescale and will therefore be progressed through the process accordingly. In some cases, where customers are dissatisfied with the outcome of their complaint investigation, having a tiered process allows for complaints to be escalated accordingly. This was acknowledged and that moving forward we are confident that the new repairs service offer will eradicate issues of this nature. The customer was advised to contact the Customer Solutions Centre to make further enquiries about the repairs. The customer confirmed

7 that these issues have now been resolved and the repairs completed. A customer suggested that the Group creates a repairs information page on the website/facebook where communal repairs that have been logged so customers can refer to the page thus avoiding repeat calls about the same repairs. A customer asked about schemes being provided with a detailed plan/map to assist with reporting repairs, i.e. numbered lampposts etc. During the presentation about the website redesign it was raised that the fonts used are not usually used for customers with poor eyesight. Discussion ensued about fonts/backgrounds. A customer asked what the service Level Agreement (SLA) is for the timescale for customers ask for a call back request from an Equity colleague. It was noted by Debbie Bell that a solution/system is currently being looked into and further information will be made available to customers in due course. It was acknowledged that the customer raised this at the last Property & Assets Forum and it was agreed that this question should be raised again at the next Property & Assets Forum. The customer agreed with this course of action. Helene Orchard advised she will check the fonts and format on the website to ensure we are compliant with E&D requirements. Debbie Bell confirmed that it is 48 hours. The next Customer Services and Communications Forum meeting will be held at: Armitt House on Thursday 10 May 2018 between 5.00pm and 7.00pm