TeamTalk- September Edition Issue 9 Issue 9 | страница 5
AH legends
Remember to discuss any article with
at your next team meeting
Our Book of Legends continues to celebrate staff going above and beyond in their work, living our
values and our culture. Your actions inspire us all.
The Book of Legends is a permanent record of the amazing compliments you receive and the shining
examples you set, especially in delighting our residents.
Here are the latest entrants – well done, you’re both AH legends!
Lesley Carroll, Financial Inclusion
Officer, received a heart warming
complement from a resident
who was ‘close to tears of joy’
after her help.
Lesley went ‘above and beyond’
to help the resident who’d been
facing court proceedings for rent
arrears.
The resident’s now in a position
where he’s clearing his debts
and looking forward to the
future.
He said: “Lesley – well, she has
been there for me so much, any
time I text she is there – she
goes through all my letters with
me, and has helped me get back
on track after such a bad time.
Thank you so much Lesley!”
The resident had recently
undergone an ESA (Employment
and Support Allowance) medical
and was deemed fit for work. It
meant he was having to live on
just £45 per week.
Tayla Mitchell, Area Support
Administrator, added “The
resident is absolutely over
the moon with Lesley – she is
absolutely brilliant and such an
asset to AmicusHorizon.”
But Lesley didn’t think he was
fit for work and successfully
challenged the ESA’s decision
through a tribunal.
The resident’s weekly income
has now increased by over £60
weekly and he’s been awarded a
backdated payment of £3,700.
He’s now cleared his rent and
council tax arrears and is looking
to open up a bank account with
Lesley’s help.
Alan Greenfield, Customer Experience Officer,
helped deliver customer delight after defusing a
Twitter complaint.
meeting with senior management.
The resident had a number of
issues which crossed over to
different teams – she felt she
wasn’t getting the answers she
needed.
But Alan remembered his Mary Gober training every complaint is gold as it offers the chance to
provide a better service!
So he took control and built up a strong rapport
with the resident.
She later tweeted that she was “One happy lady!”
So she took to Twitter with
some less than complimentary
words and demanded a
That’s what you call a turnaround!
Do you have a colleague who deserves to be in the Book of Legends?
Email [email protected] with your stories
www.ahintranet.org.uk/teamtalk
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Edition 64 - June 2015