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Customer Care Line introduction

The document provides an induction for new employees joining the customer care line team at Family Mosaic. It outlines the team structure and managers. It describes the main functions of the customer care line team in taking calls, emails, and inquiries regarding tenant accounts and services. It details performance targets and expectations for employees, as well as support that will be provided by the company.

Business◦Education◦

Customer Care Line Induction
Lisa Pearce

Avis Rhodes
Customer Care
Manager
Colin McPherson
Team Manager
Lisa Pearce
Team Manager
Michelle
Sannerude
Team Manager

 Take incoming calls
 Answer emails
 Deal with incoming post
 Collect and update Resident Details
 Provide an excellent front line Customer
Service experience
 NO REPAIRS!

0300 123 3456 (option 2)
customercareline@familymosaic.co.uk
Customer Care Line
Pembroke House
11 Northlands Pavement
Essex
SS13 3DU
www.familymosaic.co.uk

 130,000 calls per year
 80% off calls within 20 seconds
 95% calls answered
 Automatic call backs
 25 staff

 Log in numbers
 Make Busy Codes
 Headsets
 Breaks
 Emails and Admin
 Log out and finish times

 Make appointments with NM’s and Options
Officers
 Deal with Anti-Social Behaviour
 Take complaints
 Process Parking Permits
 Refer tenants to pathways to work/welfare
benefits team
 Agree rent payment arrangements

 Set up Direct Debit payments
 Take payments over the phone
 Provide balances and statements
 Make alterations to tenancy agreements
 Grant permission for pets/resident
improvements/satellite dishes
 Take suggestions for environmental
improvements

 Process Transfer Applications and give advice
 Process Health and Disability Assessments
 Make bids on properties
 Process Mutual Exchanges
 End tenancies
 Deal with Property purchase or ownership
enquiries
 Deal with Estate Services

 DON’T WORRY!
 Intranet
 Website
 Colleagues
 Team Managers
 Other parts of the business

 80% of calls answered within 20 seconds
 No more than 5% calls abandoned
 No more than 5% calls result in repeat calls
due to actions
 Emails acknowledged within 24 hours and
responded to within 3 working days.

Why do people go to
Disney World?
It starts with the
employee
experience
The most
important
employees
Why?
What do Disney
pride themselves
on?
It takes people to
make a dream a
reality

 Start Time
 10 minute Tea breaks
 One at a time!
 Be selfish!
 Lunch is either 1 hour or half hour for F/T

 Service Centre Calendar
 3 Full Time, 2 Part Time (4 max)
 Full and half days
 Email CCLTeamManager with dates
 Leave folder
 Manager to authorise

 Call in at least 1
hour before shift –
01268 498592
 Stages – page 2
 Self certificates
and doctors
certificates
 Return to work
discussion

 Ask ALL residents security questions
 If they cannot answer or answer incorrectly
no information can be given
 General Enquiries
 Third Party Authorisation/Power of attorney
 External Agencies
 Permission on call

 What would you do if you took a call and it
went badly?
 We would encourage you to speak to Lisa,
Colin or Michelle and we can listen back to
the call with you
 We can then score you on a mock sheet and
discuss areas that you may need further
coaching/training
 This will not be part of your 1-1!
 Don’t be afraid to highlight your mistakes,
you can only learn from them.

 Greeting
 DPA confirmation
 Have a conversation
 Build Rapport
 Summarise
 Corporate Ending

 Front line Customer Service = the occasional
angry customer
 What is an aggressive customer?
 How do you deal with an angry customer?
 What you should do if you feel yourself
getting upset?
 Take a break

 Top 50 2010
 Calls – 31st
 Emails – 20th
 Top 50 2011
 Calls – 18th
 Emails – 12th

 Write down 3 things you have ‘done’ or ‘facts
about yourself.
 2 must be true and one must be a lie.
 You have 3 minutes to do this
 We will then take turns in the hot seat to
read out each statement and each person
can pick which on they think is the lie.

They are face, we are the voice,
together we can…

 Direct Debits
 Rent Card
 Telephone payments
 All pay
 SMS Text Messaging
 Housing Benefit

Customer Care Line and Housing
Management do not deal with
repairs!
0300 123 3456 (option 1)

 Routine Repairs are
to be completed
within 28 days
 Urgent Repairs
within 7 calendar
days
 Certain repairs can
be recharged to the
resident
 Gas Safety Checks
completed every
year
 Pests and the Local
Authority
 New Homes and
Defects Period
 Repairs Obligations

 Starter Tenancies – 6 months
 Temporary Housing – Assured Shorthold
Tenancies
 Assured Tenancies

Query Answer
 Mr Monopoly and Miss
Cluedo plan to get
married in 2 months.
 Mr Monopoly is a sole
tenant but would like
his soon to be wife to
be added to the
tenancy.
 A clear rent account
 Initial Interview and
marriage certificate
sent in to CCL.
 Absolutely sure as
lose sole rights to the
tenancy
 Call back when
married and we can
start process

Query Answer
 Mr Kerplunk calls in
and would like to
know if his wife, Mrs
Kerplunk can take
over the property if
he moves out.
 Determine whether it
is a joint or sole
tenancy.
 If sole, no tenancy
will end.
 If joint tenancy, then
an appointment can
be booked by CCL
with the NM.

 Joint tenancy?
 Married or in a civil partnership?
 Other Family Members?
 Does the tenancy need ending?

When you are on a
call and you feel that
something is not
quite right, a tenant
is particularly upset
or seems vulnerable,
what would you do?

 Floating support services in London and Essex.
 Short term visiting support service to people
living in the community.
 Staff can assist people with many issues
including debt management, budgeting skills and
housing options
 Signposting to other agencies that may be of
assistance
 CCL sometimes get calls about this and can
forward it onto the relevant floating support
team.

 Housing Benefit
 Jobseekers Allowance
 Employment and Support Allowance
 Disability Living Allowance
 Pension and Tax Credits
 Grants and Loans

 Employment opportunities
 Apprenticeships
 Training courses on a range of subjects
 Help and advice on writing CV’s, job
applications, having interviews and
successful job searching.

 Tenant Board
 Panel Plus
 Regional Forums
 Customer Panel
 Repairs Panel
 Resident’s Association
 Scrutiny Panel

Customer Care Line introduction

1.
Customer Care LineInduction Lisa Pearce
3.
Avis Rhodes Customer Care Manager ColinMcPherson Team Manager Lisa Pearce Team Manager Michelle Sannerude Team Manager
6.
Much more thanjust a Call Centre!
7.
 Take incomingcalls  Answer emails  Deal with incoming post  Collect and update Resident Details  Provide an excellent front line Customer Service experience  NO REPAIRS!
8.
0300 123 3456(option 2) customercareline@familymosaic.co.uk Customer Care Line Pembroke House 11 Northlands Pavement Essex SS13 3DU www.familymosaic.co.uk
9.
 130,000 callsper year  80% off calls within 20 seconds  95% calls answered  Automatic call backs  25 staff
10.
 Log innumbers  Make Busy Codes  Headsets  Breaks  Emails and Admin  Log out and finish times
11.
 Make appointmentswith NM’s and Options Officers  Deal with Anti-Social Behaviour  Take complaints  Process Parking Permits  Refer tenants to pathways to work/welfare benefits team  Agree rent payment arrangements
12.
 Set upDirect Debit payments  Take payments over the phone  Provide balances and statements  Make alterations to tenancy agreements  Grant permission for pets/resident improvements/satellite dishes  Take suggestions for environmental improvements
13.
 Process TransferApplications and give advice  Process Health and Disability Assessments  Make bids on properties  Process Mutual Exchanges  End tenancies  Deal with Property purchase or ownership enquiries  Deal with Estate Services
14.
 DON’T WORRY! Intranet  Website  Colleagues  Team Managers  Other parts of the business
15.
 80% ofcalls answered within 20 seconds  No more than 5% calls abandoned  No more than 5% calls result in repeat calls due to actions  Emails acknowledged within 24 hours and responded to within 3 working days.
16.
What we expectof you What you can expect from us  To log 100% of calls and emails received  To aim for 100% quality in all logged interactions  To provide the best Customer Service at all times  To take between 38-42 calls per day*  To achieve 80% or over in your probation period on call/email coaching*  To be the best you can be!  Monthly 1-1’s with call coaching  Monthly statistics  Yearly Personal Development Plans  Weekly Team meetings and newsletters  On going training and coaching including visits out of the office  Opportunities to become a specialist
17.
Why do peoplego to Disney World? It starts with the employee experience The most important employees Why? What do Disney pride themselves on? It takes people to make a dream a reality
18.
 Start Time 10 minute Tea breaks  One at a time!  Be selfish!  Lunch is either 1 hour or half hour for F/T
19.
 Service CentreCalendar  3 Full Time, 2 Part Time (4 max)  Full and half days  Email CCLTeamManager with dates  Leave folder  Manager to authorise
20.
 Call inat least 1 hour before shift – 01268 498592  Stages – page 2  Self certificates and doctors certificates  Return to work discussion
24.
 Ask ALLresidents security questions  If they cannot answer or answer incorrectly no information can be given  General Enquiries  Third Party Authorisation/Power of attorney  External Agencies  Permission on call
26.
Be the bestyou can be!
30.
 What wouldyou do if you took a call and it went badly?  We would encourage you to speak to Lisa, Colin or Michelle and we can listen back to the call with you  We can then score you on a mock sheet and discuss areas that you may need further coaching/training  This will not be part of your 1-1!  Don’t be afraid to highlight your mistakes, you can only learn from them.
33.
 Greeting  DPAconfirmation  Have a conversation  Build Rapport  Summarise  Corporate Ending
34.
 Front lineCustomer Service = the occasional angry customer  What is an aggressive customer?  How do you deal with an angry customer?  What you should do if you feel yourself getting upset?  Take a break
37.
 Top 502010  Calls – 31st  Emails – 20th  Top 50 2011  Calls – 18th  Emails – 12th
38.
 Write down3 things you have ‘done’ or ‘facts about yourself.  2 must be true and one must be a lie.  You have 3 minutes to do this  We will then take turns in the hot seat to read out each statement and each person can pick which on they think is the lie.
39.
They are face,we are the voice, together we can…
42.
 Direct Debits Rent Card  Telephone payments  All pay  SMS Text Messaging  Housing Benefit
43.
Customer Care Lineand Housing Management do not deal with repairs! 0300 123 3456 (option 1)
44.
 Routine Repairsare to be completed within 28 days  Urgent Repairs within 7 calendar days  Certain repairs can be recharged to the resident  Gas Safety Checks completed every year  Pests and the Local Authority  New Homes and Defects Period  Repairs Obligations
45.
What can wedo?
46.
 Starter Tenancies– 6 months  Temporary Housing – Assured Shorthold Tenancies  Assured Tenancies
47.
Query Answer  MrMonopoly and Miss Cluedo plan to get married in 2 months.  Mr Monopoly is a sole tenant but would like his soon to be wife to be added to the tenancy.  A clear rent account  Initial Interview and marriage certificate sent in to CCL.  Absolutely sure as lose sole rights to the tenancy  Call back when married and we can start process
48.
Query Answer  MrKerplunk calls in and would like to know if his wife, Mrs Kerplunk can take over the property if he moves out.  Determine whether it is a joint or sole tenancy.  If sole, no tenancy will end.  If joint tenancy, then an appointment can be booked by CCL with the NM.
49.
 Joint tenancy? Married or in a civil partnership?  Other Family Members?  Does the tenancy need ending?
50.
Helping the vulnerable
51.
When you areon a call and you feel that something is not quite right, a tenant is particularly upset or seems vulnerable, what would you do?
52.
 Floating supportservices in London and Essex.  Short term visiting support service to people living in the community.  Staff can assist people with many issues including debt management, budgeting skills and housing options  Signposting to other agencies that may be of assistance  CCL sometimes get calls about this and can forward it onto the relevant floating support team.
53.
 Housing Benefit Jobseekers Allowance  Employment and Support Allowance  Disability Living Allowance  Pension and Tax Credits  Grants and Loans
54.
 Employment opportunities Apprenticeships  Training courses on a range of subjects  Help and advice on writing CV’s, job applications, having interviews and successful job searching.
55.
 Tenant Board Panel Plus  Regional Forums  Customer Panel  Repairs Panel  Resident’s Association  Scrutiny Panel

Editor's Notes

#2 Get them to write their names on a name Introduce yourself – name where you are from. Get them to do the same!
#4 Welcome to the Customer Care Line. My name is Lisa and I am your course leader today. If you have any questions throughout the day please don’t hesitate to ask. House keeping/toilets Breaks and lunches Who are you? Write names on place cards. Who are CCL and your managers?
#5 Give out induction packs to each person. Refer to each section throughout presentation.
#6 Music -
#7 The Fast Talking Description Game. Played in teams the idea is to describe as many words as possible to your team-mates in just 30 seconds without saying rhymes with or sounds like - But dont take our word for it.
#8 Take incoming calls from residents, Local Authorities and companies Answer emails from all of the above Deal with incoming post including transfer applications, health and disability forms and complaint letters. Collect an update customer details – telephone numbers, email address, diversity information and Welfare reform info – are they employed, HB etc. This is all recorded on our system under each tenant file. We will go into each area in more detail over the course of the induction.
#9 Telephone – 8-6 Mon, Wed and Fri 8-5 Tuesday and Thursday Email, 24 hours a day. Email specialists. Acknowlegement straight away followed by full response within 10 working days. We currently run at 1-3 days. Letters – we receive lots of incoming post including applications and complaints. We will respond within 10 working days. Website – online forms that send through to CCL email address.
#10 CUSTOMER CARE LINE LEAFLET AND CUSTOMER SERVICE STANDARDS 130,000 calls per year - The Customer Care Line takes around 130,000 calls per year from 48,000 residents. 80% off calls within 20 seconds - 95% calls answered – not abandoned Automatic call backs – within 1 working day but usually within 2 hours 25 staff – mix of F/T and P/T
#11 Log in numbers – always starts with 49 followed by 4 digit number Make Busy Codes – 1-9 go through each one Headsets – lock them away they cost lots of money! Breaks – always make sure you go on code 2 for comfort breaks and code 3 for 10 minutes – explain 10% rule Emails and Admin – always log out for everything you do outside of taking calls. Log out – Always log out at the end of the day. If you are on emails/post and at 10 minutes before the end of the day you notice that we have calls queuing, please can you log on the phones so that we can try to clear the calls asap. If you are due to finish at 17:00/18:00 and there are calls queuing you are required to stay and answer them. This is unfair on those who may be on a call at the end of the day and don’t have the opportunity to leave on time.
#14 This will be covered in more detail at a later date.
#15 You can get things wrong! We all learn from our mistakes! We will go onto this a bit later on…
#17 Copy of Newsletter to show, copy of call coaching sheet and monthly statistics. To log 100% of calls and emails received - on our systems. Logging all calls is of high importance in keeping our service standards high. WHY? To aim for 100% quality in all logged interactions – log things properly so it is routed to the correct department. We are marked by a separate dept who mark all of our interactions as poor, satisfactory and good. These get fed back to you, however we like everyone to aim for 100% good! To provide the best Customer Service at all times – to all callers and emailers To take between 38-42 calls per day* - this is only a guideline. If you are doing 32 calls and they are of excellent quality, none rated poor then you will not be marked down for this. Part timers will not be expected to take this amount of calls either. To achieve 80% or over in your probation period on call/email coaching* Monthly 1-1’s – these will be 2 weekly for new starters and will be with either myself, Colin or Michelle. This will include a chat to see how you are getting on, call and email coaching where we score calls. EXAMPLE OF CALL COACHING SHEET GOOD AND BAD! Monthly statistics – both team and individual scores against the team. EXAMPLE OF STATS SHEET. Yearly Personal Development Plans – SHOW STATS EXAMPLE Weekly Team meetings and newsletters – EXAMPLE OF NEWSLETTER On going training and coaching
#18 Give out info sheet on this Why do people go to Disney? They go for the Magical Experience. The experience is just as important as the product! What do Disney pride themselves on? Cleanliness of their parks! ! The most important employees in Disney – The sweepers are the most important. Why? Not only do they keep the magic alive by keeping Disney World beautifully clean, which they are known for, they are Front Line Customer Service Agents that will have the most interaction with their Customer’s. Their service is at the forefront of what Disney is trying to achieve, that magical experience. Give the example of the director meeting an array of employees in Disney World. From other directors, to ride operators, to cleaning staff. He asks ‘who is responsible for cleaning Disney?’ the 2 cleaners raise their hand. He ignores this and asks the question again. Nothing changes. He says ‘I am going to ask this question 1 more time and I want you to think about your answer. Who is responsible for cleaning Disney? Everyone then raises their hands. It starts with the employee – Customer experience is only achieved when the employees are bought in to what a company is trying to achieve. To get WOW factor for customers, employees need to be happy and understand the goals. It takes people to make a dream a reality – without dedicated employees, that are happy and content in their work, amazing Customer Experience cannot be achieved. Be a sweeper!!
#19 Start Time – 15 minutes before your shift starts 10 minute Tea breaks – one in the morning one in the afternoon for Full Timers. Please don’t go when 5 people are out of the office and there are 5 calls waiting. One at a time! – only bring in one cup of tea at a time for health and safety reasons Be selfish! Except with the Team Managers – don’t make everyone tea, you do not have time.
#20 Music – holiday – Madonna Give out Leave Forms Here.
#21 Call myself, Michelle or Colin on 01268 498592/593 Refer to induction packs.
#22 Smart dress please, men, shirts, trousers and shoes. Ladies – dresses, trousers, leggings allowed and shoes. Fridays is dress down day. Pay £1 to charity and you dress down. No football shirts Stationary – please let Gill know when the stationary is low as she is responsible for ordering this Training and Coaching – can be requested on 1-1’s
#23 Your desk is your temple so please feel free to bring in pictures to put around or your own colour stationary to make yourself feel at home. However we only have small desks so the picture above is ever so slightly over the top! You must keep your desk tidy at all times and clear dirty cups and plates from your desk by the end of the day. There is a break room however you are allowed to eat at your desk as long as you clear up after yourself. You are also able to use the internet but are limited to 30 minutes use of Facebook a day during lunch breaks or before/after your breaks. Not during 10 min breaks. Please lock your belongings away in your drawers and hang coats up. Do not leave paper work on the desk, lock this away for DPA purposes Also lock your headsets away, pop them in the bags provided.
#24 What is Data Protection? The protection of people’s personal and sensitive data Who is covered by Data Protection? Everybody from tenants to staff – or anyone that we hold personal information about. Why do we have to be mindful of Data Protection Laws at all times? As we have our duty to our tenants to keep their personal information confidential and to our staff to keep them safe. In what ways can we potentially breach Data Protection?
#25 Ask all residents security questions – date of birth/pay ref/ tenancy start date/rent amount and how they pay General Enquires – if someone just has an enquiry and no personal information is required, we can give them the information without security checks Third party auth – if someone passes security and gives authorisation for someone else to speak they can do this, but it will only be for the remainder of that call. If they submit it in writing we can add a note to their file and they can speak on their behalf on any call. External Agencies – Request for information form. Can call back Council Tax and verify through switchboard and can give them a name and tenancy start/end date if necessary. Permission on call – will only last for that call!
#26 Explain lunch and breaks here 10% of time on code 2 and 3 (toilet breaks and breaks for team)
#27 Trivial Pursuit is a board game in which progress is determined by a player's ability to answer general knowledge and popular culture questions. Why is it important? Because Customer’s are the people with the money
#28 HOW DO WE ACHIEVE THIS?
#29 Excellent Customer Service is something that is of paramount importance in the Customer Care role. I am going to divide you up into 2 groups. One group is going to draw a character that represents great customer service and the other is going to draw one to represent bad customer service. List all the characteristics of each on your flip chart paper. Feel free to name your characters as we will be using them later on today. You can use the scissors to cut out your characters.
#30 Play a good call from Allison – put picture of a CCL officer in here. Refer back to wanted, welcomed, cared for, remembered
#32 All these things are important when speaking, however there are more important things when dealing with customers.
#34 Greeting – Good morning, your through to Lisa at Family Mosaic, how can I help you? DPA confirmation – is it necessary? Have a conversation – be a real person not a robot Build Rapport – gain trust, show empathy and make them feel wanted, welcomed, cared for and remembered. Summarise – summarise the enquiry and give reference numbers Corporate Ending – is there anything else I can help you with? Thanks you for your call today.
#35 Remain calm Front line Customer Service = the occasional angry customer What is an aggressive customer? An aggressive caller can be verbally abuse, shouting and swearing. But this also includes someone who is making you feel small, intimidating or causing you mental stress/anxiety. How do you deal with an angry customer? Remain calm, understanding and empathetic where you can, without raising your voice. Remember, they are upset for a reason. However, That does not give them the right to be rude or aggressive towards you, even if you are telling them what they do not want to hear. What you should do if you feel yourself getting upset? Alert a team manager and they will take over the call. This is not for every complaining customer, only when they are being abusive or aggressive towards you in some way and you feel threatened. Take a break – even if you have just dealt with a call and you feel a little upset or like you need to just take a breather, you can do this. Just let your line manager know.
#36 The open v closed question game! I am going to stick a post-it note on your head with the name of a famous person on it and one person is going to ask closed question to get the person that is on their post it. The other person is going to ask an open question and let the other person speak. Each per son will be timed to see who gets it the quickest. WHAT IS THE AIM OF THIS GAME?
#37 17553. Luke Aldridge Department: CCL Having on numerous occasions called the customer care line for various reasons in the past,it was such a pleasant and really nice surprise when Luke took my call. The reason for me saying he was amazing and im sure still is ,is his caring and understanding manner.He listened and dealt with the matter so efficiently, he did excactly as he promised, iwas so stunned when i got a phone call to follow up my query usually things just get left and one spends ages phoning back to go through it all again. Luke is someone you can trust completely, and as we all expect good customer service, Luke gives legondary customer service, as when i phoned back on another occassion, regarding a different matter i got Luke again,and before i could say anything he made a point of asking how i had got on with the parking issue ,he remembered me from the previous call, and wanted to know if the matter had been sorted. Thats why he is amazing, its such a nice feeling to know someone genuinely cares and has your best interest at heart. With more people like Luke you would have an amazing team, you would not get any complaint, and would have happy customers trusting in family mosaic as thing get done and dealt with straight away hassle free. Luke is a wow Hi CCLHave just spoken to Ms XXX at Cornwallis Sq, N19, and she is absolutely full-to-bursting with praise for you lot. She was telling me how she has a speech impediment which comes on when she gets anxious, and hence has spent years with her previous landlord without ever calling them up - feels very differently about FM and has no hesitation in picking up the phone.Great to hear, well done! Nominations are form both colleagues and residents and you can do this via the intranet or website.
#38 Every year we enter a scheme that recognises excellent Customer Service in call centres across the country called Top 50 call centres. We are up against some major companies like Coca-Cola, Google, Royal Bank of Scotland and Asda. So in the scheme of things we are a relatively small Call Centre and are up against some much larger call centres. Every year we get a series of mystery shopper calls and emails that are marked over a period of 2-3 months in the summer. We are marked on things like personalisation, timeliness, knowledge etc. All marks are then collated and ranked in order with all the other call centres in the country. We are then invited to an event in Park Lane, London where we have a 3 course meal with all the other companies and the awards are announced. So how did we do?
#40 Each player is a mouse, scrambling around a giant cheese, sliding through the holes! Race to collect five cheese first & win. Beware - the tomcat (Max) is waiting! If you're caught, you'll lose your cheese!
#41 The CCL work very closely with the Housing Management Team in both London and Essex. We are known as desk based Housing Officers as we can deal with the majority of things that they deal with. NM’s look after patches of properties and tenants. For example, a NM may manage a patch of 700 properties in Kensington and Chelsea. They manage the estates, anti-social behaviour and tenancy agreements, (GIVE OUT TENANCY AGREEMENTS AND RESIDENT HANDBOOKS). More about this later… We often book appointments in their diaries to visit tenant in cases where this is appropriate. (GIVE OUT APPOINTMENT PROCEDURE) and go through key points.
#42 Fly-tipping Dumped Cars Communal garden maintenance Communal cleaning Communal Key Request Estate Improvement Requests
#43 SECTION 3 of the Resident Handbook Rent and Service Charge is charged either weekly or monthly. We encourage all residents to be one month ahead with their rent. They can pay in a variety of ways Direct Debits – set up by CCL Rent Card – Ordered by CCL and paid at any outlet with a PayPoint symbol Telephone payments – taken by CCL or Allpay All pay – you can call Allpay with your rent card and make a payment iver SMS Text Messaging – via Allpay Housing Benefit – claims made via LA. Housing Benefit Always pay 1 month behind. This is paid directly to Family Mosaic.
#44 See section 4 of the residents handbook
#45 It is important that we are not dealing with repairs as we do not have the skills or authority to assist in these situations. However, if you have a caller who has called them 5 times and has had no response, you can intervene as the service is failing and we are here to look after the residents. Please remember that we also have leaseholders who’s repairs obligations are different to tenants.
#46 Travel in style, by car, boat or plane. Choose which career to pick, which island to visit and how long you want to play. Have lots of kids and get family pets along the way, and take a story card to see what amazing adventures are coming your way!
#47 GIVE OUT TENANCY AGREEMENT Quick Guide Starter Tenancies are offered for a probationary period of 12 months, and will be in the form of an Assured Shorthold Tenancy. Local authorities must be consulted on the use of Starter Tenancies within each borough. Upon offer of a property the applicant will be advised by the Housing Options Team that they will be granted a Starter Tenancy. Neighbourhood Managers will make a minimum of two visits to tenants in the duration of the starter tenancy. Starter Tenancies are not automatically updated to an Assured Tenancy at the end of the 12 month period. To convert to an Assured Tenancy, tenants must satisfactorily complete the probationary period, without tenancy breach. The accelerated possession route for ending a Starter Tenancy will only be used where it is found that there have been serious breaches of the tenancy, eg: anti-social behaviour, non payment of rent, failure to engage. The decision to end a Starter Tenancy should not come as a surprise to the tenant; clear warnings must have been given. Where the decision is made to end a Starter Tenancy, the Team Manager should write to the tenant concerned informing them that Family Mosaic will begin the procedure to end their tenancy. Possession is mandatory and will normally be granted if procedures have been followed and paperwork has been prepared and issued correctly. An assured tenancy is what most FM tenants have after their starter tenancy. They are on-going but our bound by the terms and conditions of the tenancy agreement. If terms are breached then we can start eviction process through the courts.
#48 Section 5 of the handbook Sole to joint is dealt with firstly by the CCL and
#49 Joint to sole queries are dealt with at first by the CCL. This then gets passed onto the NM.
#50 If the deceased had a Joint tenancy – this will go to the other tenant automatically If the deceased was married or in a civil partnership – it will automatically go to the partner Other Family Members can be entitled to succeed a property – if they have been living in the property for 12 months or more. Proof will be required. A copy of the death certificate (original) will also be required). The process starts with the family member/informant calling the CCL and we will take the details of the death and forward it on via our process on the system. This will then be forwarded onto the NM, Housing Options and Incomes to notify them and they can together proceed with the voids process and possible succession. Would need to determine if the deceased had a Joint tenancy Would need to determine if the deceased was married or in a civil partnership Other Family Members can be entitled to succeed a property. If the tenancy needs to be ended, we will start the process at the CCL.
#51 Operation is a dexterity game in which you must extract silly body parts from a hapless patient. In the course of the game you acquire cards which dictate that you must remove a certain piece from the body of the patient. To do this you use a set of tweezers that are attached by wire to the game board. If you are sloppy and touch the metal sides of the hole where the item is located, the patient's pain is indicated by a sudden buzzer and light-up nose.
#52 Ask them this question. Notify the NM of this. Give example of when there was a lady that was very highly intoxicated and she threatened to kill herself. She called back and was slurring badly. I checked her DOB and saw that she was elderly and was clearly upset and vulnerable. I contacted the NM, Team Manager and the police to go on check on her which they all did. It is important to remember this at all times. Tenants do get upset but sometimes it goes further than this. The NM must always be informed as they will carry out the necessary assessments to see what we can do to help. It may be that this particular tenant would be more suited to Supported Housing rather than General Needs. If you are ever in doubt, please ask. We are here to help and look after our residents as best we can.
#53 Floating support is a massive sector of Family Mosaic. Borough’s include: Redbridge, Hackney, Islington, Chelsea and Kensington and Hammersmith and Fulham. e.g. mental health, drug and alcohol teams, health, good neighbour skills, general counselling and support.
#54 CASE STUDY IN LEAFLET – WELFARE RIGHTS Contact details of each Welfare Rights Advisor are in the leaflet.
#55 Getting people in social housing back into work is something that Family Mosaic is very passionate about. What services could we offer to get people into work? We aim to provide free access to employment, training, volunteering and business start-up opportunities to Family Mosaic customers aged 16 and over. Our qualified and experienced advice and guidance professionals offer a friendly and confidential service available to customers of Family Mosaic London-wide, operating from offices in Tower Bridge, Hackney and Essex.We want to help our customers to reach their potential by assisting them to overcome barriers that are preventing them from taking their next steps into employment, training or volunteering.Our services are open to Family Mosaic customers who are:Age 16 – 65 years Unemployed A Family Mosaic Housing Group tenant Residents living in areas where we are working in partnership Willing to actively engage All can be found on our website www.familymosaic.co.uk Patrick as an example of this
#56 SECTION 9 – HANDBOOK There are many ways in which resident’s can get involved with decisions made within Family Mosaic. Tenant Board – There are 3 tenants on Family Mosaic’s board. Panel Plus – Group of tenants and leaseholders with strategic overview of the Group’s operations Regional Forums – Groups of interested tenants who meet in each region to discuss local issues Customer Panel currently has 600 members and is open to all residents Repairs Panel – dedicated to discuss how repairs are being carried out Resident’s Association – Groups of residents within a small Neighbourhood to discuss local issues such as play areas for children, parking issues, improvements on the area.

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