Park Sims

Park Sims designed an innovative two-year programme for all employees. They worked across the organisation, with the directors, managers and front-line staff. The programme included sessions on developing positive attitudes in customer care work; helping managers spot poor customer service and coach their staff around it; and many bespoke sessions... to help internal customer care within and between departments. Most recently we have rolled out an extensive management coaching programme. In 2008 we took part in the Best Companies to Work For survey for the first time. We were recognised as 'One to Watch' at our first attempt. In 2010 we achieved one star accreditation - a 23% increase in employee satisfaction across eight factors - and we maintained our accreditation in 2011. As a result we have seen significant behaviour change across the Group. The direct benefits have been verified by a number of sources. In September 2009 the Audit Commission undertook a short notice inspection focussing on Repairs and Customer Service. They stated: 'your operatives are some of the most customer focussed we have ever met' Our independent resident survey in May 2009 showed 70.2% of residents were satisfied with our service, up from 64% in 2006. Our repairs service showed a 10% increase in satisfaction on three years previously. At the end of 2010 our learning programme with Park Sims won a National Training Award for Partnership and Collaboration. The continuing impact of our work together was again powerfully demonstrated in August 2011 when following our Investors in People (IIP) assessment we achieved Gold Recognition placing us in the top 1.23% of almost 30,000 UK IIP employers.Read More