Page 10 - ISHA Annual Report 2019-20

Pride in team ISHA Respect for everyone
The future of customer service
This is key to making ISHA an organisation residents can trust. All staff, not just managers or those in the customer service team, will have received training from the Institute of Customer Service by the end of the year.
Since the end of 2019-20, we have also employed a dedicated complaints and resolution officer for when things go wrong – to make sure we put them right quickly.
We know that during the lockdown period you sometimes found it difficult to get in touch with us, so we have now got a system in place so calls can be redirected to our team wherever they are.
And our team is now more stable, with fewer temporary members of staff. This is the same across ISHA – so when you speak to someone, it is likely you will be able to speak
to the same person again in future.
The future of resident engagement
Since the end of the 2019-20 year, we have had to deal with the Covid-19 lockdown. During this period, we updated residents every week with the
latest advice and our services – and staff also called elderly residents or those we knew
might be at higher risk each week to make sure they were well and managing. Where
we could help, we did so – with staff shopping for some residents, organising prescriptions, putting residents in touch with local organisations and providing a
friendly voice on the phone.
The Resident Scrutiny Panel will be reviewing ISHA’s Covid response at the next
Resident Action Forum in September.
This year there will be further opportunities for resident engagement and co-creation – starting with our repairs service, where we want you to get involved and help us deliver our vision of co-creating homes and communities where everyone can flourish.
I just want you
to know how much we appreciate how hard the customer services team works. They are such an asset to ISHA – give credit where it is due!
Islington resident
10 Islington & Shoreditch Housing Association