Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
Stage
Costs
What’s included in the cost?
2
Estimated cost: £200
Cumulative cost: £340
(Stage 1 + 2)
A repeat of the steps in Stage 1, though involving more
senior staff (e.g. in case conferences), additional time
commitments and a visit to the complainant’s home.
3
Estimated cost: £500
Cumulative cost: £840
(Stage 1 + 2 + 3)
Customer Experience Officer time:
zz Acknowledging complaint progression and explaining
what Stage 3 will involve
zz Senior level case conference
zz Organising customer-based training for complaint panel
members - residents on our Resident Governance
Structure chair our Stage 3 complaint panels
zz Pre-meeting ahead of complaint panel
zz Preparing case pack
zz Home visit (complaint panel)
zz Completing follow-up actions
zz Producing minutes
zz Monitoring actions
zz Explaining Housing Ombudsman Service
Lead Officer time (responsibilities are shared between the
Stage 2 lead and a Director so two members of staff are
leading the complaint at this stage)
zz Reading papers
zz Preparing for panel review
zz Attending panel
4
Estimated cost: £75
Cumulative cost: £915
(Stage 1 + 2 + 3 + 4)
At this point our complaint resolution procedure has been
completed, but there are a few remaining actions:
zz Sending case pack to the Housing
Ombudsman Service
zz Possible case conference (involving Directors)
5) We multiplied the estimated costs by the figures in Table A to get the following results:
Table B: Costs
Highest Stage Reached
Year
1
2
3
4
Grand Total
Savings against
2009/10
2009/10
£135,800
£62,220
£17,640
£10,980
£226,640
£0
2010/11
£65,660
£23,460
£8,400
£915
£98,435
-£128,205
2011/12
£30,520
£10,880
£9,240
£3,660
£54,300
-£172,340
2012/13
£24,780
£11,220
£3,360
£2,745
£42,105
-£184,535
2013/14
£24,220
£10,200
£7,560
£3,660
£45,640
-£181,000
6) Lastly, we subtracted the costs for 2009/10 from those for 2013/14 to produce the annual
efficiency saving of £181,000.
15