Page 6 - ISHA Annual Report 2019-20

Pride in team ISHA
Respect for everyone
Customer service
During 2019-20 we renewed our focus on providing excellent customer service.
• We introduced a customer relationship management (CRM) system – this new system allows staff in our customer service team
to respond to and keep track of your calls more easily
• The CRM means we are resolving more issues at the first point of contact – so where once a three minute call might have left an issue unresolved, calls are now taking longer because the team are able to resolve issues there and then
• We joined the Institute of Customer Service,
and during 2019-20 every manager received training – the training programme for all staff was interrupted because of Covid but will resume very soon
• We created two internal working groups, focussed on improving the customer journey. These groups have already made the case for a number of improvements, including the introduction of WhatsApp to make it easy to get in touch with ISHA Customer Service
• When there was a system or service failure, we let you know 89% of the time, and we’re working to make this 100%.
Keeping you informed and involved
You, our residents and tenants, are the reason we are here. We don’t just want a snapshot of what you think, we believe the best way to improve services is for you to be involved in advising on what we
do and how we do it, so we can work together with you to provide a better service.
During 2019-20:
• We revitalised our Resident Scrutiny Panel and actively engaged with them to think about ways to get more residents involved
• We held two Resident Action Forums on repairs communications and ASB for flexible and immediate workshopping of recommendations and solutions for improving service delivery
• We appointed a new Head of Communication and Involvement, to look at how we communicate with you, and how our staff communicate effectively with each other to provide you with the best service.
6 Islington & Shoreditch Housing Association