Group overview 2010 - Riverside

Focusing on customers
Last year we set ourselves the goal of achieving
a 10% increase in customer satisfaction within
three years – and it’s a goal that has certainly
spurred us into action.
We’ve completed a major service review
encompassing repairs, lettings, anti-social
behaviour, resident involvement strategy
and how we manage our ‘void’ properties.
The recommendations are already being put
into action, improving customer service and,
simultaneously, making economic sense.
Our employee survey revealed just how
committed we all are to providing an excellent
service. The Raising the Roof Excellence
Programme has been welcomed by employees
and has included every one of them – and
some of our contractors – in a tailored, Mary
Gober Customer Service Training programme.
After an in-depth look at our organisation, we
have re-organised our local service delivery on
Merseyside. We have introduced a hub and
shop system, which has resulted in all local
tenants being no more than a short bus ride
away from a face-to-face conversation with us.
It’s also saved us a significant amount in
administration costs, which we have been able
to re-invest in front-line services. We are now
looking at rolling this model out to other areas
of the country where we have similar
concentrations of customers.
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