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Mary Walker Head of Service Development mary.walker@harvesthousing.org.uk

Mary Walker Head of Service Development mary.walker@harvesthousing.org.uk. Harvest Housing Group. “Turning homes and neighbourhoods into places where people want to live and choose to stay”. Harvest Housing Group. Winners 2011: Customer Service Learning & Development.

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Mary Walker Head of Service Development mary.walker@harvesthousing.org.uk

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  1. Mary WalkerHead of Service Developmentmary.walker@harvesthousing.org.uk

  2. Harvest Housing Group “Turning homes and neighbourhoods into places where people want to live and choose to stay”

  3. Harvest Housing Group Winners 2011: • Customer Service • Learning & Development

  4. Achievements 2008-2011Over 500 Completed ObjectivesOver 1000 Positive Practice Examples Excellent Prospects “The approach to Continuous Improvement is strong, well embedded and has led to changes that customers notice.” “A strong embedded approach to Improving Services” “Continuous Improvement is a key strength”

  5. A Changing World…..

  6. Why Improve?....

  7. Continuous ImprovementOur Approach… • Positive Approach • Identify Strengths & Areas for Improvement • Standard Simple Templates & Tools • Group Wide Commitment • Linked to Corporate Goals • Simple & Clear

  8. Investing Resources • Customer Insight • Staff & Customer Training • Go Mad – 90 day Challenges • CHERISH – 700 Staff • Customer Involvement Commitment • Customer Focussed Contact Centre

  9. Achievements • E – Involvement Mechanisms Increased Involvement & Feedback by 25% • Voids ‘90 Day Challenge’ decreased void turnaround time by 50% • Profiling Challenge – 90% in 90 days • Neighbourhood Planning & Audit Process – Identified £10m • Landscaping & Cleaning Contract – £50k efficiency savings

  10. Challenges Ahead • Changing Policy • Economic Uncertainty • Welfare Benefit Reform • Regulation Changes • Merger

  11. Thank you for listening.Questions & Comments?

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