COMMUNITY MATTERSAWARDS

Do you know an amazing Customer in one of our Communities?

We want to recognise and celebrate our Customers who go the extra mile, look out for others and generally make our Communities a better place to live.

That’s why we have launched our new Community Matters Awards – and the nomination window is now open!

HOW CAN YOU GET INVOLVED?

■ Spread the word Customers are invited to nominate another Customer who has made a difference to them or their Community. You can also download a poster below to print off and post in any communal areas.

■ Nominate a Customer Our People can also nominate a Customer for an award.

NOMINEES CONGRATULATIONS TO OUR PEOPLE WHO HAVE IMPRESSED!

Nominations can be submitted on our website at www.placesforpeople.co.uk/ communitymattersawards

#BecauseCommunityMatters

In the last issue you heard about Effortless Repairs. Here’s how it helps you!

WHAT IS EFFORTLESS?

As we explained in the last issue of IPM, Effortless means making things easier for our Colleagues and Customers; making it easier for Colleagues to do their jobs; making it easier for Customers to interact with us and removing friction and the things that get in the way. And we’re focused on Repairs because it’s a priority – for us and our Customers.

WHAT’S HAPPENING?

Our goal is to eliminate the backlog of repairs and get us back to delivering repairs on time, in every region, so…

■ We’re fine-tuning our workflows and processes to make sure we have the right number of People, armed with the right tools, in the right places at the right time

■ To help increase our capacity and reduce the strain on the service, we’re well underway with our aim to recruit nearly 100 extra trade operatives and 30 new Contact Centre Advisors

■ We’ve also issued a one-off bundle of 3,000 repairs to a contractor in the south east, and we’ll look to do this across the rest of our regions

■ Working hand-in-hand with our Customer Contact Centre and Scheduling teams, we’re making strides to understand our Customers and have identified the need for better triaging; with an early release of a Repair Finder Tool

Fix First Time As A Priority

With our People equipped with the right information and resources, and knowledge that the Customer will be at home, we’re aiming for no wasted visits and to fix the issue when we’re there. We’ve introduced a pilot for Caretakers, placing Colleagues in Communities to provide direct support and solutions while fostering strong relationships with our Customers.

You Are Everything

This wouldn’t be possible without all of you – that’s why we’re committed to providing you with the right skills, knowledge, equipment, and technology to excel in your roles. We believe that by doing so, we will create an environment where everyone can enjoy work and continually innovate.

We’re rolling out new communication initiatives, including daily huddles and sharing of information, to ensure we stay connected, updated and driven.

This is about ‘doing the right thing, always’ and setting ourselves up to achieve great things. Here’s to the road ahead. Let’s make Effortless Repairs a success!

Top Learners

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