‘EPIC’ changes bringing huge boost to Dunedin Canmore’s customer services



Councillor Cammy Day with Dunedin Canmore staff (left to right) Back row: Ewan Fraser, Neringa Pakalnyte, Brian Duddy, Glenn Rivers, James Worthington, Robert Buchanan, Fiona Scott, Bill Maloney, Hazel Young, Councillor Cammy Day Front row: Walter Fairnie, Michelle Pinkerton, Billy Bowes, Jane Clouston
Councillor Cammy Day with Dunedin Canmore staff (left to right)
Back row: Ewan Fraser, Neringa Pakalnyte, Brian Duddy, Glenn Rivers, James Worthington, Robert Buchanan, Fiona Scott, Bill Maloney, Hazel Young, Councillor Cammy Day
Front row: Walter Fairnie, Michelle Pinkerton, Billy Bowes, Jane Clouston

Dunedin Canmore has introduced a new way of working which will transform customer services for thousands of tenants in Edinburgh.

The housing association is almost doubling its number of housing officers, increasing their numbers from 14 to 24, and reducing the amount of homes they manage to 200 each - among the smallest patch sizes in the UK. Staff will enjoy much more power than ever before to make decisions for customers at the first point of contact.

Director of housing, Hazel Young, said: “This marks a real step change in our customer focus. Our staff will now not only be out and about much more in their neighbourhoods, building stronger relationships and more trust with customers, but they will also be able to get more things done for people.”

This new way of working is part of the organisation’s ‘EPIC’ transformation programme – developed to empower staff to deliver truly customer focused services.



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