Housing Association…
LAST UPDATE
October 27
’20
The business
A UK housing association with a significant property portfolio providing housing for 1000s of customers
TAG CLASSIFICATION
CD
CJM
EX
CX
The Background:
With the goal of ‘Putting our customers first’, the business wanted to identify the strengths and address the weaknesses within its key customer experiences. At the same time, it wanted to drive greater collaboration between internal departments.
Our Approach:
With the Project Team, key experiences were identified for review and a process established to assess the outputs. Engaging staff across the business, ‘Cycle’ workshops were undertaken to understand how the customer perceived the experience. The x-functional composition of each session ensured that our ‘Magic’s' had real impact across the business
The Outcome:
- Several new business/revenue generating opportunities identified.
- 12% Reduction in complaint levels.
- Financial benefits achieved from 7% reduction in levels of arrears.
- Better 3rd party working relationship (15% drop in void appointments).