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CUSTOMER FIRST

Please click this link to view the Customer First Programme for 2006/2007.

One of the benefits of the merger of Atlantic and Pavilion Housing Groups in July this year (to create the First Wessex Housing Group) is the opportunity to combine, and improve, the best aspects of policies, procedures, customer service and resident involvement from both organisations.

The merger has already given us the opportunity to secure more efficiency and value for money in the services we deliver for our customers. In the first year alone, we expect to make £0.5 million of savings in our operating costs by combining services such as finance, information technology and human resources between the two organisations.

Likewise, combining polices and procedures, relating to the actual services we deliver to our customers, can lead to more efficiency and value for money in the way we operate.

Whilst the Group recognises the need to provide locally accountable services through AHL and PHA, we also recognise the need to strike a balance between;

  • taking a consistent approach to ensuring all services, polices and procedures are efficient, effective and provide value for money;
  • being able to focus on local problems and local issues in the same responsive way that each organisation in the Group has to date; and
  • Giving residents from all parts of the group the opportunity to influence and shape the group’s services, policies and strategies.

At First Wessex, we aim to put our customers first. To do we have committed in our service standards to:

  • Find out what customers expect, need and want from the service
  • Inform customers about the services that are provided
  • Deliver services consistently at the right level of quality and price
  • Regularly review and, where necessary, change services in the light of customer demands, subject to providing value for money

Our proposed Customer First strategy is all about meeting this commitment, and providing a structured, groupwide approach to;

  • consultation on group policies, strategies and how we provide services
  • involving all of our customers (including leaseholders , hard to reach minority groups and organisations we work with), and
  • meeting the expectations of our regulators ( the Housing Corporation and the Audit Commission) on how we involve our customers in setting our strategies and priorities for service delivery

The proposed strategy is being reviewed by all the various group boards and residents/tenants consultative groups over the next few months.

If it is agreed, and subject to any amendments which may be made during the consultation process, we aim to commence work on it from January to March 2006 - starting with focus groups on the strategy itself, and what our customer’s priorities are for the three year programme of policy review.

Tell us what YOU think

Is what we are proposing the right way forward?

Download the proposed strategy, policy review programme and questionnaire and then complete and email the feedback questionnaire to us via customerfirst@firstwessex.co.uk.

Your opinions on the 5 key questions we’re asking, and any other constructive comments will be acknowledge, reviewed and, where possible or feasible, fed into the strategy if it gets approval from group boards.

If you have any queries, need any assistance in reading or completing the forms, or need them in other formats such as large print, audio tape, Braille or translated into another language, please contact

Sarah Blohm: Neighbourhoods Manager
Email: sarah.blohm@atlantichousing.co.uk
Telephone: 023 8068 4337

Anthony Lee: Tenant Participation
Email: anthony.lee@atlantichousing.co.uk
Telephone: 023 8068 4319

C 1st Board Report App1 Strategy (PDF download)
C 1st Board Report App2 PPs And Ranking (PDF download)
Customers First Questionnaire (Microsoft Word download)

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