Arcon Housing Association Limited

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New ways of working

September 2016

Arcon Customer hub

The big changes we have seen, over the past 12 months, involve much more than new people joining Arcon. Looking to the future, we have introduced some exciting new ways of working and which we believe will benefit our customers hugely.

For a start, we have merged the Housing Management Team and the Maintenance Team, to form a new Operations Department. Led by David Lovelady, the new team will be pulling together to provide customers with much more integrated and improved services.

To complement this new approach, we have set up a Customer Hub, made up of three members of staff who handle all our incoming telephone calls. The Hub Team deal directly with the vast majority of calls and refer issues, to appropriate members of staff, as and when necessary.

Commenting on Arcon’s new ways of working, our Operations Director, David Lovelady, said…

“Since the Hub went live, on 4th July, we have already received some positive comments, from our customers, on the improvement in the service we are now providing. We are utilising mobile technology to allow our staff to get out into the community, to provide support to our customers and embrace modern working methods. The next 12 months will be an exciting time for all of us”.