Arhag Annual Report 2019/2020

Theme/Goal: A STRONGAND VIBRANT CORE BUSINESS Objective/target Risk/uncertainty Mitigation Quality Customer Services To increase the level and quality of contact with customers We risk not delivering improved customer satisfaction or understanding what our customers’ needs are. Work has begun to ensure the right work around the right issues will lead to the right outcomes for our customers. To be providing services that respond to customer needs We risk not having the right capability to deliver an improvement plan which will put the customer journey as one of the drivers behind the processes and procedures in Arhag. We have revised our way of working to put the customer as a priority for what we do and how we do it. To achieve a high level of customer satisfaction We might not understand what the customer needs are. We are using our data and feedback to understand this better. To provide an accredited service to vulnerable residents Poor customer contact; levels of customer satisfaction will adversely impact the identification of the relevant services we should provide to our residents and will risk a failure to meet the regulatory consumer standard. We are strategically reviewing the customer journey and aligning this with key performance indicators and compliance. Top quartile business performance To achieve top quartile performance in the provision of housing services We risk not using data effectively to be able to deliver good quality service provision. We are investing in our systems and increasing our understanding of our data. To be an award-winning service We risk not taking time out to use resident engagement information to translate into or co-design our services. An inward-looking approach to performance management would stifle achieving a top quartile performance. We have resident scrutiny panels which will input into our decision- making processes. Good Governance To have a reputation for good governance We might not understand or comply with good levels of governance, or fail to be a good employer. Failure to meet Governance and Viability Standards will result in regulatory and reputational damage which will, in turn, affect credit rating with banks. We have plans in place to strengthen our use of data and continuously improve our data from the viewpoint of all our stakeholders. To sustain a high level of resident engagement We risk not knowing when is the right time and frequency to engage our residents. We are developing our leadership team so that foresight will benefit our organisation and our customers. To establish a good reputation as an employer We risk our employees leaving if they are not satisfied at work. We are developing our workforce to have the skillset required to grow and develop in the organisation. 22 Arhag