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Breakout session: placing customer at the heard of what we do
Laura Siddals, Group Customer Development Manager, Mears Group
Gillian Yeoman, Care Lead - Customer Success Manager, Mears Group
Our Experience of the Transition to Outcome Based Care & Support Servicet l 2017Leadership in your Hands l 2016
Mears Housing – CIH Conference l May 2019
Sector challenges
▪ Customer driven services are not a high enough priority
▪ Lack of development of existing policies
▪ Customer engagement through life time of contract
▪ Contractual commitments should be measured by person and property rather than
monetary value
▪ No powerful regulating body or evaluation of competency and delivering to needs
▪ Further tragedies have the potential to happen
Our Experience of the Transition to Outcome Based Care & Support Servicet l 2017Leadership in your Hands l 2016
Mears Housing l May 2019
Mears Approach
▪ Putting customers at the heart of what we do
▪ Empowering our customers
▪ Listening to feedback
▪ Learning to continually evolve and enhance our offering
Our Experience of the Transition to Outcome Based Care & Support Servicet l 2017Leadership in your Hands l 2016
Mears Housing l May 2019
What are customers saying
▪ Engaging with customers – Change Club
▪ Getting the basics right - case study
▪ Using insight –contact management platform and NPS surveys
▪ Keeping customers informed – SMS updates, online repairs portal, smart appliances (FireAngel)
▪ Not enough women in trades – impact to service delivery – case study
▪ Social value – adding real value to customer and communities
Our Experience of the Transition to Outcome Based Care & Support Servicet l 2017Leadership in your Hands l 2016
Mears Housing l May 2019
A Customer Centric Future
▪ An holistic approach to asset management
▪ Empower residents
▪ Define roles and responsibilities at the start of the tender process
▪ Address indifference and championing stigma
▪ Mears calls for an explicit reference to social value at bid stage
Our Experience of the Transition to Outcome Based Care & Support Servicet l 2017Leadership in your Hands l 2016
Mears Housing l May 2019
Please feel free to ask any questions
www.mearsgroup.co.uk [email protected]
facebook: /mearsgroup twitter: @mearsgroup