Improving Customer Services

The CSD Management Team

Welcome to the new Customer Services Directorate

You may recall that in December we asked for your views of our proposed changes to the way we deliver services, and following this we produced a newsletter in June setting out your feedback and how the Directorate will look and the timetable for changes. In addition to consulting with residents, we have involved our staff in the development of the Customer Services Directorate.

There have been opportunities for staff to change roles to ensure we develop a better service for you. With this, I am delighted to announce that we are able to launch the new Directorate on 1st September 2010.

We had originally planned to phase in the new structure, but our people are so keen and enthusiastic we are going live with all our new teams in September to deliver services to Contour Homes and Peak Valley residents. Our new management team is pictured below along with the telephone number for all customers to use.

This is merely the start of the change rather than the end. We will continue to review and improve our services to you using “Lean Management”, a technique that is used by lots of successful businesses and it works on the principle of providing the customer with what you want, when you want it, at the most efficient cost. We will be listening to you and taking on board what you tell us about the service and feeding your thoughts into a programme of Lean Reviews to ensure that we continue to develop the Directorate and improve our services to you.

Newsletter June 2009

Newsletter January 2010

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