Baker Michael Email & Phone Number

Currently responsible for a small team that manage all stage 1,2 and housing ombudsman complaints and Member enquiries for all 21000+ properties we manage.we are set up to improve the customer experience and identify, through complaints, service improvement's, failures and opportunities.I have a good overall knowledge of social housing having been a housing manager, major works RLO, regeneration consultation officer and now my current role.my team have achieved regular 91% (or higher) customer satisfaction for the last 18 months, encouraging corporate targets to be raised.We routinely achieve 100% for complaint responses going out on time.I have actively sought to create real cultural changes in Haringey Repairs Service to contributed to a better run complaints handling process and improved standards.My team and how we operate are seen as a blueprint for other services that are struggling to manage their complaints.

Listed skills include Project Management, Community Engagement, Policy, Public Sector, and 27 others.