Customer Service...

The last 21 years have been a journey for Villages Housing – and we’ve learned some lessons en route. Many of the lessons learned in Stockbridge Village have played a big part in our approach to improving life in Fitton Hill but it’s not been a one-way street.

Our arrival in Fitton Hill prompted us to take a long hard look at the way we operate in Stockbridge Village, and generally, as a business. Above all, it prompted us to look hard at the quality of service we provide.

It’s made us realise, for example, that we lack basic up to date information on the specific profiles of our tenants. This is something we’ve got to put right if we are to provide services that really do meet the needs of both communities.

There is too much work ahead for Villages to be complacent and improving quality of service, especially with repairs, will be one of our greatest priorities in coming months. In the meantime we’re working hard on our forthcoming Audit Commission inspection, due to take place early in 2006.

We’re facing some physical challenges as well, not least with the introduction of a new computer system designed to radically improve facilities for staff and provide an integrated IT service across both estates. The new system is designed specifically for use by housing associations. One of the biggest benefits for us is that it is web-based, allowing us to create a single virtual office for the two estates – removing duplication and standardising systems between the two areas. It will also mean we can closely monitor the progress of tenants’ calls, making sure a quality job is done to within the scheduled time.

We need to look closely at the way we structure our services and are exploring an area-based approach to focus our work in a new way. We cannot do any of this alone. We need to change the culture in which we operate and get the whole community – tenants and other key partners - more involved in our work.

Together, these changes will prepare us for the next stage of our journey by equipping us to provide the highest quality service for tenants in both Stockbridge Village and Fitton Hill.