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Managers of the Customer Services Directorate
Contour Homes one of the biggest social landlords in the North West has launched a new Customer Services Directorate. The Customer Services Directorate, headed up by Judith Winterbourne, has been introduced to allow the company to focus on delivering outstanding frontline services.
“The Customer Services Directorate comes after a two year detailed review of the way we deliver our services now and by looking at what we want to achieve in the future,” said Judith. “This new way of doing business will meet our core goals of providing excellent and efficient services and doing more for more people.”
The new Directorate will be comprised of several Centres of Excellence including Independent Living, Revenue Services, Housing Options, Community Safety and Equality, Diversity and Resident Engagement - and all will be staffed by experts.
In addition the company will be operating new regional offices to serve the thousands of Contour Homes' residents who live across 27 local authority areas.
A newly formed Customer Services Committee will monitor and review the Directorate and recently elected Chair Len Lloyd is excited about this new way of doing business. “This new approach will increase customer satisfaction. It is a radical move that will shake the company out of its traditional method of operation,” he said.
The new Centres of Excellence, new regional office teams and revised staff structure ‘opened for business’ on September 1st and are supported by a new Customer Contact and Support Team.
“I do want our customers and partners to see a difference in the way we operate,” adds Judith Winterbourne. “I want them to see an improved organisation at all levels.
“I believe this new way of operating is a genuine departure from the traditional housing association business model and I am confident that it is one that others will eventually adopt.”
