A Local Authority Housing Association wanted to provide enhanced customer service perceptions and reduce operating costs

The business

We worked with a 'not for profit' Housing Association responsible for the managing, letting, repairing and modernising of the borough's council properties. They provide services to over 13,000 council tenants and leaseholders.

Their needs

Our client wished to develop their staff to be able to provide enhanced customer service perceptions and reduce operating costs by improving the efficiency of their processes.

How we helped

We assisted our client by enabling key customer service staff to deliver continuous improvement projects that benefited the organisation and its tenants. Our training, whilst based upon a Six Sigma Green Belt agenda, although the material was heavily tailored to complement the project areas.

Benefits achieved

Projects delivered an 11 fold return on investment on subjects including:

• Reduce the percentage of incoming calls which do not result in a repairs works order
• Increase the number of complaints dealt with on time
• Improve customer satisfaction when dealing with antisocial behaviour complaints
• Reduce the number of days property is unavailable for rent

 

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