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Harvest Housing Group: Transforming Homes & Communities

Harvest Housing Group excels in customer service, learning, and development. With continuous improvement as a key strength, they have completed over 500 objectives and offer excellent prospects through a positive approach. Their dedication to customer involvement and training has led to significant achievements and efficiencies. Despite challenges ahead, Harvest Housing Group remains committed to improving services and creating places where people want to live.

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Harvest Housing Group: Transforming Homes & Communities

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  1. Mary WalkerHead of Service Developmentmary.walker@harvesthousing.org.uk

  2. Harvest Housing Group “Turning homes and neighbourhoods into places where people want to live and choose to stay”

  3. Harvest Housing Group Winners 2011: • Customer Service • Learning & Development

  4. Achievements 2008-2011Over 500 Completed ObjectivesOver 1000 Positive Practice Examples Excellent Prospects “The approach to Continuous Improvement is strong, well embedded and has led to changes that customers notice.” “A strong embedded approach to Improving Services” “Continuous Improvement is a key strength”

  5. A Changing World…..

  6. Why Improve?....

  7. Continuous ImprovementOur Approach… • Positive Approach • Identify Strengths & Areas for Improvement • Standard Simple Templates & Tools • Group Wide Commitment • Linked to Corporate Goals • Simple & Clear

  8. Investing Resources • Customer Insight • Staff & Customer Training • Go Mad – 90 day Challenges • CHERISH – 700 Staff • Customer Involvement Commitment • Customer Focussed Contact Centre

  9. Achievements • E – Involvement Mechanisms Increased Involvement & Feedback by 25% • Voids ‘90 Day Challenge’ decreased void turnaround time by 50% • Profiling Challenge – 90% in 90 days • Neighbourhood Planning & Audit Process – Identified £10m • Landscaping & Cleaning Contract – £50k efficiency savings

  10. Challenges Ahead • Changing Policy • Economic Uncertainty • Welfare Benefit Reform • Regulation Changes • Merger

  11. Thank you for listening.Questions & Comments?

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