Customer First is Here Local6 Area Housing Teams Why have we changed? You have said that you don’t see us in your communities enough, so we have significantly increased the number of officers within the Area Housing Teams. Whilst we will still have specialist officers to provide you with expert guidance and advice, we want to improve our ‘right first-time’ approach What is it? by having a more shared understanding across Customer First is a change to how our frontline teams and enable them to work we organise our frontline services in within your community more often. your area following valuable feedback from our tenants and our colleagues. We also want to understand better the needs and issues within your areas. This will help us We now have six dedicated local Area support the things that work well and to deal Housing Teams. All of the various housing with any problems more proactively and management colleagues who provide promptly in a hands-on way. your income collection, community safety, and tenancy management services are From now on, you will have a dedicated team now all part of the same team. for your area, which you will be able to get to know much better and build a relationship with. The new Area Housing Teams will work The team can attend tenant meetings, tenant together within a much smaller geographical appointments, and you will see them on our area to build better relationships with tenants walkabouts. who live there and gain more knowledge of the area. This team includes all the previous Customer First Team services you will have received before so that you won’t see any reduction in services, Expert guidance and advice but by working closer together, we aim to provide a more joined-up approach through Build better relationships improved communication. Dedicated local team Fylde West Fylde East Central East Central West Central Central South Team Team Team Team Team Team Tel 03333 204555 www.progressgroup.org.uk Who will you see in your areas? As well as the existing caretaking/handyperson service, you will notice the following teams in your area: Customer First Area Teams Fylde Fylde Central Central Central Central West East East West Team South Team Team Team Team Team Penwortham, Lostock Hall, Central and areas Bamber Bridge Broadfield The coastal side The rural side Farington, south of Leyland, up to South and Wade Hall Areas of Fylde with of Fylde with New Longton, including Lakes and across (Seven Stars) FY postcodes PR postcodes Longton, Hutton, Buckshaw Village to Yorkshire areas of Leyland Much Hoole and and Chorley Walmer Bridge Area Housing Simon Evans Louise Rafter Lindsay Ogden Nicola Evans Jo Slater Stephen Glover Manager Sarah Viv Fox Selina Baron Area Raynor Duke Housing Michelle Martin Paula Green Susan Jones Danielle Officer Carolyn Wilkinson Lisa Crawford Chapman Community Sharon Safety Gill Winning Leanne Mort Leanne Conn Iain Martin Kay Horrocks Pendlebury Officer Income Jane Donnelly Cathy Barton Victoria Collection Colin Carr Elaine Birtwistle Sarah Stothert Button Officer Gemma O’Neill Carol Buckley Area Housing Rebecca Helen Karen Eaton Marie Slater Sue Philips Sam Turner Assistant McDonald Johnson Independent Annette Mellor Susan Broster June Joan O’Connor Jacci Hutchinson Living Julie Thomas McNamee Co-ordinator Kim Meecham Gemma Webster Paula Sutcliffe Karen Park What else is new? of any that may be taking longer than usual You have also told us that it is often difficult to ensure that you receive a prompt response. to contact us by phone and that once a During the next year, we will continue to review query moves to another department, we how we deliver services to you and what we don’t always respond in a timely manner. may be able to do better. As always, we welcome Whilst Progress Connect will remain your first your feedback, so please feel free to contact point of contact for all your queries; we have us anytime to share your views. If you would invested significantly in contact centre software. like to get more involved in providing regular This technology is due to be implemented in the feedback, please let us know. We will then summer. It will improve our call waiting times arrange for our Involvement Team to talk you and ensure we deal with your web chats and through our current events and groups, which emails more quickly. Also, on those days, where offer an excellent opportunity for you to get to we are a bit busier, you will be able to arrange know other people and share your experiences. a call back, allowing you to get on with your day safe in the knowledge we will get back to you. We have also created a new team - Community Support Officers: Sam Griffiths We have also improved internal procedures and Gemma Jones. They will work one-to-one to deal with more queries first-time; where with tenants who require additional support we do have to pass the query to another with their tenancy. department, we will have better visibility Thank you for taking the time to read this update, Tel 03333 204555 and we look forward to seeing what Customer First brings! www.progressgroup.org.uk.