RBH customers helping to raise standards

Tenant Alwyn Smith who shadowed RBH Rents and Payment Manager Vincent Jennings

RBH put its mutual values into practice as customers and employees came together to further improve the quality of its services around the borough.

National Customer Service Week saw many tenants work with teams across RBH to gain an insight into the mutual housing society’s activities.

A highlight of the week was a series of shadowing sessions where customers saw at first hand the work of teams including customer access, repairs and homelessness.

Among the tenants taking part was Alwyn Smith who shadowed Rents and Payment Manager Vincent Jennings.

Alwyn said: “Customer Service Week provides a facility for tenant representatives to gain some experience of the day-to-day workings of RBH, and of some of the problems handled by RBH colleagues - experience which is very useful in monitoring RBH functions and offering pertinent suggestions.”

In addition RBH directors and senior managers took part in Back to the Floor exercises where they also saw how the society’s frontline employees work to improve lives and communities.

Among those taking part was Chief Executive Gareth Swarbrick who spent time with the team at RBH’s new customer centre at St Alban’s House, Drake Street in Rochdale and Deputy Chief Executive Nickie Hallard who went on a number of calls with joiner Martin Main.

Joanne Hill, Contact Centre Manager, organised the week of events.

Joanne said: “National Customer Service Week is a great way of recognising the support that employees provide for customers - and looking at how we can provide an even better service.

“We would like to thank all our customers who took part and provided valuable feedback.”