Human Rights, healthcare and debate

On one of those days where you’re wondering why you’re spending your day off at a Human Rights seminar, the availability of reasonable priced parking outside the door of the venue was the first hint that this would be a good day.

Realising human rights are about my work

At the initial refreshments, where that “first day of school” feeling can so easily creep back in, I was instantly made to feel at ease with the people who joined me at my table. It was refreshing to meet people from a range of backgrounds who were all really passionate about their jobs. Having initially signed up for the seminar with my work with refugees in mind I soon realised that the content was also really relevant to my ‘day job’ at a housing association.

David vs Goliath

This week has been an education in good customer service and has demonstrated how often it's the smaller businesses who do it best.

Today I have spent over an hour and a half on the phone to Orange, EE, or whatever they call themselves now trying to upgrade my phone. I am given two ways to do this; online or over the phone. As is now usual the deal is better online and I understand that this is because it is cheaper for them. However when this does not work, and I quote; "How do you know it hasn't worked?" "I haven't received a confirmation email or text ...or a new phone," it might have been cheaper for them to fix it over the phone on Monday rather than leave me, still phoneless, awaiting my fifth phone call of the week having tried three times myself online. I could get started on how their website logged me out three times whilst I was trying to navigate it* but I won't.

In between speaking to the polite but hopelessly unhelpful people in various Orange customer service teams I have also been waiting for some banners to be delivered. The firm, onestoppromotions.co.uk have produced them for me in superquick time and been very nice about my failure to meet their 'safe' copy deadlines. This morning I called to check the banners had been dispatched and they were able to confirm, without me knowing my order number, that they had. Then they gave me my tracking number and the number of the courier, www.apc-overnight.com and said I could contact them directly for more information.

APC overnight's number was answered without me being placed in a queue and each time I called the person I spoke to could retrieve my request with the tracking number, know exactly what I was requesting and where the driver was and each tried to get hold of the driver to get an update for me. Everyone I spoke to was friendly and each offered me a new 'Plan B' option when I explained that I really needed the parcel by Monday morning.

And its not just today. A couple of weeks ago I got the most amazing customer service from an airport transfer company, www.british-airport-transfers.co.uk, on behalf of one of the charity's clients. Again whoever you spoke to was able to promptly bring up my details, was helpful, proactive and reassuring and took even the most specialist requests (Tamil speaking driver) in their stride. And I only have the highest of praise for the poor taxi driver who put up with constant calls asking 'Are they there yet?'

In contrast BA customer service were unable to even tell me what the 'Special Assistance' they offer might include when I was booking it for one of our more vulnerable clients.

I understand that with flights and contracts more security is required and the staff I'm talking to are probably less empowered to make decisions or use their initiative but does that need to be the case?

We're looking at a new contact centre and CRM system at Bolton at Home and we need to make sure that this improves the services we can offer to customers rather than overcomplicate the situation. As a customer I don't understand why the person I speak to on the phone isn't able to see my online self service activity and if I'm honest I don't care. If I contact an organisation through whatever channel I think it's their job to be able to join up the dots and I hope that we're going to be able to offer this for our customers.



*Also picked up some lessons in how not to design a website. If your staff can't find the page, your customer can't find the page and the search function can't find the page perhaps you need to look at your navigation. Thankyou to whoever invented internet history.

Benefits sanctions will hit most vulnerable non English speakers the hardest

George Osborne’s proposals to sanction benefits for those who are claiming Jobseekers Allowance and refuse to attend mandated English language courses will be destructive to our client’s attempts to make a new life for themselves and their families in the UK.

Families entering the UK under family reunion policy are arriving after one or more member has suffered persecution. Parents have been separated from children for years at a time when they most need each other’s support.

Placing more conditions on entitlement to Jobseekers allowance will push even more newly arrived families further into poverty. Negotiating the complexities of benefit entitlement already means that some families are living off a single person’s benefits for weeks after they arrive.

Those arriving under family reunion have already suffered and their arrival in the UK should be an opportunity for them to recover. Mandatory English courses would place unneccessary strain on families at a time when they’re least able to cope.

Contrary to popular belief refugees coming to the UK want to work. Many are surprised that they receive benefits and some do voluntary work to help themselves feel more comfortable about taking the handouts.

Noone is denying that learning English will be instrumental in enabling refugees find paid employment but if Osborne wants people to get themselves into work maybe he should make it look at the difficulties already faced by so many in trying to access ESOL courses. Those seeking asylum have to wait 6 months before becoming eligible for only funding for half the costs, a spouse who’s partner is working has to wait a year before becoming eligible for co-funding..

Sanctioning benefits based on English course attendance won’t force people with poor English skills into work it will push them further into isolation and hamper their efforts to integrate into their new community. 

From the Refugee Welcome Trust blog: www.refugeefamilyreunion.blogspot.com 

www.refugeewelcometrust.org

How many women?

Today I was honoured to be asked to come to speak to people at the ‘How many women does it take?’ event put on by Vanessa McDermott one of the Community Development Officers in our Neighbourhood East team. Women from Breightment and the surrounding area gathered at St Catherine's Academy, donned bright yellow t-shirts and sustained by cups of tea put the world to rights. 

After a brief into on the 'power' of social media' with discussion of the Arab Spring, Kony 2012 and Malala Yusefzai some people (if not all!) were, I hope, inspired to be using these channels to campaign and get their voice heard. 

As the day went on and Craig from our Income Management team faced a barrage of objections and complaints around the bedroom tax it was clear that there were some main themes and that there would be no problem in getting the women to share their opinion. 

One of the sessions was working with a writer to write a 'rant'. I've never seen a writing workshop and it was great to see Louise draw out the ideas and get something produced in only 20 minutes. 

Below are the women's rants. They're not complimentary and the language reflects the strength of feeling. You'll note that one woman has ranted about her damp property - this has been passed on to someone who can help! 

Am looking forward to getting some specific social media sessions set up with the women to get them all tweeting these themselves in the future. 

How many women: Rants

The bedroom tax is out of order as people who have lived in a property for years are being made to move after putting in money, blood, sweat and tears.

Squash it.

I am really worried about universal credit. I’m having sleepless nights.

I think its really unfair that only certain people are allowed EMA. Education is important and everyone should have the right to it. As you need education for a good future and some people may not be able to afford travel due to being skint. It makes me fucking mad.

Rant over.

I am very angry that I was misled and lied to about I was told I needed a three bedroom house and now I have been slammed with the bedroom tax. I think that its unfair that people who have a three bedroom house and two children of a different sex have to share or you have to pay £12.95 a week. When if you do downsize when your children are old enough you have to move again.

How do you expect people on  low income to live on when you got bills to pay and food to put on the table. When you have more than two kids they need their own room It makes me angry and upset because they’re taking money out of kids mouths. I would campaign and protest to save other families.

If you keep taking benefits off us how can I possibly do my degree? It’s unfair for us that will work for the NHS and struggle. Its punishing us before we even start our career

My kids will be punished for me wanting a good job. This makes me fucking angry.

Keep funds for people who are going to give up their lives for others.

I will keep murderers and rapists off the streets or I will help others from taking their lives. I will help people in crisis but I will be in a crisis of my own.

Don’t get me started on stereotypes. How stupid people assume how all teenagers are lay thugs and how chavs sit on street corners drinking in tracksuits also how people think men are stronger than women – if it want for women they wouldn’t be here. We deserve more respect and the way people bully people that are different and how they think gap people are all womanly, love wearing pink and shopping.

Why do I bring my child up on my own? Its unfair that some people get away with paying for their children – yet walk around with new clothes and always with drink and cigs. Why do I not have enough at the till, the sleepless night – no tea for me?? The government protect justice for fathers buts its always the single mother’s fault. The lies and deceit, frauding the country – yet get protected.

Why?

Single them out for once!!

It gets me mad cos my house is damp and it seems like nothing is being done for me and my two kids.

I find dog fouling fucking angry it makes me want to go and kick him in the balls. A man outside my house dog no lead there watching his dog have a shit on the grass the dog wiped his feet then they both walked off. Just wish I had the guts to say would you like a bag but I didn’t.

How unjust is this country? Where have all our rights gone? What about all the old people who have spent their lives fighting for their country who now are living in poverty? We have people here who sit on their backsides and do nothing and get all our money! Come over here where we literally pay them to live here! And those who do work take all the jobs. Think about your kids or yourself? What jobs are you going to do in the future? You stupid wankers in parliament sit on your arses and are in denial about it. You’re so cushty in your lives Unjust soft country. Pathetic bastards.

I am fed up of having to tell people with dogs letting the shit along my home and along the pavement and on the road I live on. Also all the litter, several of us go along picking all the rubbish up, even the roadsweepers don’t do there properly.

I keep going out telling them no one will listen. I feel I would like one of the councillors to go round with the sweeper people or gutter people and supervise.

People on benefits are not scroungers. It is unfair to class everyone suffering from poverty.

Don’t tar everyone with the same brush. Its unjust and hurtful. Lots of people are genuine lots of people have worked hard all of their lives in all weathers for a pittance of a wage and some need help when they retire. Only a very few people are really scroungers a small number.

So you’re alright Jack! Doesn’t affect me – bedroom tax – what does that mean? They’re all on benefits anyway. All scroungers its time they all cut the money they get serving all those scroungers right!

Recognise any of these feelings? Believe any of these? Well if you do then you should rethink and be ashamed of your ignorance.

This bedroom tax is wicked – it is unfair divisive and disgraceful that the government are endorsing the misery fear and dislike that this will cause to the most vulnerable and disempowered members of society. Those that are the most easy targets.

This policy is poison – it is demeaning – it is fat cats who close their eyes – ‘let them eat cake’ till echoes today.

The cost of this insane policy is scandalous. It will cost more in human suffering than will be so called saved by the government. This government doesn't care about people any more. 

I am very angry about the EMA system it is very unfair that only certain people can receive payment for attending college. Some of the people who do not receive payment are skint and I think everyone should be entitled to some kind of money to help with travel food costs.

People may not be able to get to college and to get jobs people need an education to have a good future. It is important that people have an education. I think if not everyone can get a small out of money the college should be scrapped. 

I am very angry about Child Tax Credit because it leaves you feeling like you are along you can't do anything. 

Low income don't pay enough tight fuckers. Bedroom tax causes more poverty. Government selfish make us angry. Want to move me into smaller property they can come and pick me up hunger and poverty. 

It just scares me that there is so much poverty in this country that their are people starving hungry and having to survive without a job and clearly desperate to work but because of the media, we're all being labelled as scroungers and skivers and just not trying hard enough to make something of our life.

I feel that the government has a lot to do with this and what they're doing is in no way helping us to support us enough to get us out of the mess that they've put us in. 

The next step is to work out how the women can do something about this whether it be campaigning, protesting or taking action. There's a march organised by Bolton Councillor Kate Challender against the bedroom tax on Saturday and although I'll be away by then I hope to see the women and their bright yellow t-shirts there having their say. 

You can keep up with the how the women will be changing the world following #howmanywomen

People to follow:

Vanessa McDermott @veemcdee 

Lisa Forrest @LisaF_BaH 

Kate Challender @katechallender

Who defines 'good' customer service?

Our charity clients are some of the strongest people I've met. How they manage to persevere through the bureaucratic nightmare that is seeking asylum, deal with what has happened to them in their home country and then battle through applications through family reunion visas is beyond me.

In theory our part in the process is the easy one. Once all the hard fought for documents are in place we simply book the flights and they travel to be reunited as a family.

We don't provide emotional support (we are neither trained or experienced in this area) but from our communication with clients we understand how the flight is the pinnacle of what, for some, amounts to years of separation.

Imagine then that you have come to the airport. You are scared of authority in a country where you do not feel safe. You have been through years of trauma. You have a small child with you and are leaving behind another who, having turned 18, does not meet the criteria to travel to the UK.*

It is late at night. The check in staff refuse to accept the travel visa you have spent so long jumping through hoops to acquire. They tell you to go back to the issuing embassy and sort it out but you cannot travel tonight.

If this was you or me we'd make a fuss. We'd be confident in our documents and in our rights as their customer. We'd be asking to see a manager, for them to phone head office, making something happen. How many times will this be all that's needed to resolve the situation?

But if you're scared and worn down and unable to properly communicate you can't do this.  Should the airline staff recognise this and make sure they've tried all the channels that they would have done if the customer had made a fuss?

For example look at this story in Inside Housing about asylum seekers who are scared to complain about sub standard housing in case they are deported.

Is it our responsibility as a customer to make sure we get the level of service we expect? In some cases, such as our clients, expectations will be that the situation will go against them as it has done so many times before. For us, and especially those who care about delivering high levels of customer service, we will expect and demand much more.

Having previously worked with wealthy customers who felt entitled to the world I have been used to meeting and aiming to exceed these demands and expectations. It is a concern that when customers are less confident and empowered might be settling for second best as companies lower their standards to meet expectations.

It is important that when we're considering how we provide customer service we not only meet our customers expectations but look at what we'd expect in their position.

* All case studies referenced from any clients, of Bolton at Home or the Refugee Welcome Trust are amended to be representative of the situation but not true to any one case or client. Details are either general descriptions or an amalgamation of different client's stories.