Mary Gober International

Being the landlord of choice in Wolverhampton

Introduction

Wolverhampton Homes is an Arms Length Management Organisation (ALMO) which manages 23,210 properties, including 1,932 leaseholds, on behalf of Wolverhampton City Council.  They were established in 2005 and are now for the first time rated three-stars (Excellent) by the Audit Commission, with ‘excellent prospects for improvement’.

More than 20 per cent of all households in Wolverhampton are managed by Wolverhampton Homes. They also manage 5,000 garages and 270 shops in the city.

Central to Wolverhampton Homes’ mission is providing excellent people-focused service and good quality housing tailored to individual needs.  Mary Gober International was engaged to provide training and follow-up coaching to help achieve their vision of “Being the landlord of choice in Wolverhampton and supporting sustainable communities”.

It was important to have a solution based approach to service provision with training that aligned to their four key organisational values – putting the customer first, working together, being progressive and inspirational and embracing learning.

With an Audit Commission re-inspection approaching, there was a need to establish a comprehensive and focused framework which would result in the provision of a highly regarded top class service throughout the organisation.

Improving Consistency & Striving for the Three-Star Award

Wolverhampton Homes were looking to improve consistency in the customer service delivered by staff and to improve their reputation and customer loyalty.  They were also striving to achieve, for the first time, a three-star inspection rating by the Audit Commission during the re-inspection process.

Catherine Dass, Head of HR Strategy & Organisational Development also wanted to focus on improved inter-departmental working relationships.  Culturally, it was important to shift away from silo working and move towards an integrated team, committed to serving the needs of tenants.  Catherine Dass says:

“Specifically, we wanted to change our call answering approach and written communications to tenants.  Improving complaint handling and meeting customer commitments by effectively managing customer expectations was a priority.  We also wanted to change the way colleagues interacted with each other, particularly those who they did not work closely with.  This was so that they would recognise that we provide internal customer service as well as external.”

The drive for consistency of service experience was also to extend across all departments being trained, so that the same standard of excellence was experienced with back-office staff as well as in customer facing areas.

Mary Gober International (MGI) delivered the ‘Gober Method’™ to all employees at all levels.  This would equip staff with the tools and techniques to promote Wolverhampton Homes and its values with excellence.  They would also understand how using the ‘Gober Method’ related directly to the Company’s ability to fulfil its vision and mission.

A Customised Training Programme

MGI provided a bespoke training solution to Wolverhampton Homes which consisted of a range of two-day seminars and coaching days delivering the ‘Gober Method’.  The accredited Gober Method Consultants who deliver the ‘Gober Method’ training had an instant impact on the organisation and its staff.  Catherine says:

“The MGI Consultants are some of the most professional and supportive trainers and facilitators I have worked with.  They got to grips with the organisation and our needs quickly and this enabled them to make the training as real as possible for delegates.”

Catherine said that as a result, the training had an immediate impact within the organisation:

“The immediate change I observed was in the responses of delegates leaving the course who had previously been apprehensive and reserved.  We could tell straightaway who had been on the course as the principles of the ‘Gober Method’ started to make an immediate difference to the internal service being received.  Customer compliments improved and feedback was better.  Now people are coming to us asking to be coaches.”

Changing their approach to call answering and written communications to tenants was also important to Catherine:

“There is now a standard approach on the phone and letters have been changed for the better and as we progressed into the final stages of training, cross-departmental understanding and working was noticeably improving.”

There have also been gains in customer satisfaction which has increased from 74% in 2005 to 82% in 2010.  Employee engagement, where understanding how a member of staff’s work contributes to the organisation, increased from 73% in 2007 to 89% in 2010.  Staff sickness has also fallen from 9.6 days in 2009/10 to a projected 6.5 days by end 2010/11.

The ‘Gober Method’ training has also improved customer services provided in Housing Operations.  There is now a positive change in the tone of Estate Management colleagues and their contacts are dealt with more efficiently.  From a customer’s point of view, enquiries are handled within a timescale and conversations with the tenants are now more positive.

Catherine was also pleased with the flexibility and customised nature of the training, she said:

“The flexibility and creativity of the training was demonstrated in the translation of ‘Gober Method’ materials with the RNID for a disabled member of staff and facilitators were very supportive of this.”

Meeting the Vision

The Audit Commission re-inspection was vitally important to Wolverhampton Homes and receiving a three-star award would be fundamental to meeting their vision of “Being the landlord of choice in Wolverhampton and supporting sustainable communities”.  This key target was realised in January 2011, Catherine says:

“We have just received the highest award from the Audit Commission, a three-star rating with excellent prospects for improvement.  The training helped contribute not only to our customer service provision, but also the internal behaviour of our employees.  We have also been held up as an example of best practice in customer service and have hosted several visits from fellow housing providers to share learning.”

“The training has entirely met my expectations and has continued to deliver on our need to develop customer service excellence throughout our organisation.  I continue to recommend Mary Gober International to others working in organisational development as it combines so many key elements fundamental in underpinning an effective organisation, regardless of the organisation type or service that you provide.”