# data[].attributes.headline
Be self aware. critique your own assumptions and thinking

# data[].attributes.subject
Be self aware. critique your own assumptions and thinking

# data[].attributes.headline
Don't lay blame - Look to causes and root issues 

# data[].attributes.subject
Don't lay blame - Look to causes and root issues 

# data[].attributes.headline
Critical Friends! (Honest, kind and positive) 

# data[].attributes.subject
Critical Friends! (Honest, kind and positive) 

# data[].attributes.headline
Its ok to have problems and ask for help

# data[].attributes.subject
Its ok to have problems and ask for help

# data[].attributes.body
Great!

# data[].attributes.body
Snowed Under

# data[].attributes.body
Feeling good

# data[].attributes.body
Busy but positive

# data[].attributes.body
Not too bad

# data[].attributes.body
Great!

# data[].attributes.body
Collaborative working

# data[].attributes.body
Customers informed - letters sent on time

# data[].attributes.headline
Some areas of the business have seen significant changes to process - such as homeowners receiving a budget for the first time 

# data[].attributes.subject
Some areas of the business have seen significant changes to process - such as homeowners receiving a budget for the first time 

# data[].attributes.body
Letters delivered on time

# data[].attributes.body
Regular meetings providing an update on progress.

# data[].attributes.body
The letters went out on time and I was told by Dave that we didn't have any increase in calls into the contact centre.

# data[].attributes.body
Collaborative working

# data[].attributes.body
meetings were timely

# data[].attributes.body
Adapting to changing ways of delivery

# data[].attributes.headline
Education around SC has improved compared to this time last year 

# data[].attributes.subject
Education around SC has improved compared to this time last year 

# data[].attributes.headline
letters sent on time . Working as "one". Not many enquires received.

# data[].attributes.subject
letters sent on time . Working as "one". Not many enquires received.

# data[].attributes.body
Visibility - higher profile than ever before

# data[].attributes.body
Additional resources made available

# data[].attributes.body
was interesting the lack of calls in received

# data[].attributes.headline
Recognition that we have a problem & it's big! Recognition too that we are not where we need to be and there is loads more work to do!

# data[].attributes.subject
Recognition that we have a problem & it's big! Recognition too that we are not where we need to be and there is loads more work to do!

# data[].attributes.body
Recruitment

# data[].attributes.body
Recognition that SC area under resourced

# data[].attributes.body
Increased scrutiny of the service estimated and visibility

# data[].attributes.body
Communication to service charges was clearer to customers.

# data[].attributes.headline
setting ourselves unrealistic timescales to adhere to 

# data[].attributes.subject
setting ourselves unrealistic timescales to adhere to 

# data[].attributes.body
IT team brought in late on in the project

# data[].attributes.body
At times towards the end things felt panicked, rushed, last minute and under resourced.

# data[].attributes.body
Recoverability of service charges & S.20B not served historically

# data[].attributes.headline
not making system changes that could have supported the actualisation and budgeting process smoother 

# data[].attributes.subject
not making system changes that could have supported the actualisation and budgeting process smoother 

# data[].attributes.headline
Issue of the 53-week year not being communicated to residents in a timely manner. Rent and SC team under  resourced. Budget set up not in line with what being spend in 23/24 . 

# data[].attributes.subject
Issue of the 53-week year not being communicated to residents in a timely manner. Rent and SC team under  resourced. Budget set up not in line with what being spend in 23/24 . 

# data[].attributes.headline
at times it felt finance heavy rather than seeing the bigger picture of service charges 

# data[].attributes.subject
at times it felt finance heavy rather than seeing the bigger picture of service charges 

# data[].attributes.body
The current data structure in OH did not support a concisely letter format

# data[].attributes.body
Questionable strategy over setting of future service charge estimates

# data[].attributes.headline
Apportionment - matching payments to cost centres and addresses. Not having up-to-date stock information was also an issue

# data[].attributes.subject
Apportionment - matching payments to cost centres and addresses. Not having up-to-date stock information was also an issue

# data[].attributes.body
People with knowledge of parts of the project (e.g. customer letter generation and data quality checks) not involved in the project from the outset.

# data[].attributes.body
48, 52 week year was missed but also by other RP's but hopefully we will recover well.

# data[].attributes.body
Clarity on role and responsibility could be improved

# data[].attributes.body
Significant variance between cost and recovery

# data[].attributes.body
Lack of resources

# data[].attributes.headline
We don't have clarity on the management of SC income and/or allocation for spending/budgets.

# data[].attributes.subject
We don't have clarity on the management of SC income and/or allocation for spending/budgets.

# data[].attributes.headline
not agreeing a clear timetable of where and when other departments need to feed into the budget setting process meant our budgeting setting process wasn't as accurate as it could have been 

# data[].attributes.subject
not agreeing a clear timetable of where and when other departments need to feed into the budget setting process meant our budgeting setting process wasn't as accurate as it could have been 

# data[].attributes.body
Lack of systems & automation, resulting in need for very manual work & at volume

# data[].attributes.headline
responsibility for the management of SC through MAs and front line services wasnt agreed 

# data[].attributes.subject
responsibility for the management of SC through MAs and front line services wasnt agreed 

# data[].attributes.headline
Appreciation of the size of the project & the resource requirements needed.

# data[].attributes.subject
Appreciation of the size of the project & the resource requirements needed.

# data[].attributes.headline
Again this year we are hugely undercharging residents.  

# data[].attributes.subject
Again this year we are hugely undercharging residents.  

# data[].attributes.headline
Team work - sometimes it didn't works as we'd like 

# data[].attributes.subject
Team work - sometimes it didn't works as we'd like 

# data[].attributes.body
what is 'MA's

# data[].attributes.body
Management Agents

# data[].attributes.body
Not involving the right people at the start of the project.

Didn't establish who 'owned' what part of the project.

# data[].attributes.body
Chart Of Accounts not structured in the correct way to aid the SC process

# data[].attributes.body
We needed to confirm what did and didn't sit within the project, such as garages.

# data[].attributes.headline
lack of clear role and responsibilities 

# data[].attributes.subject
lack of clear role and responsibilities 

# data[].attributes.body
Gaps in data, making apportionment difficult

# data[].attributes.body
Lack of acknowledgment of how crucial the customer data was in getting the different versions of the letters, but also the part it plays in tailoring the letters for our customers

# data[].attributes.body
Acknowledgement of lack of resource and need to plan better to succeed.

# data[].attributes.body
Set realistic timescales, calendar of events. understand the non - negotiable dates. Can't keep moving the goalposts.

# data[].attributes.headline
Identify right teams and define Roles and Responsibilities

# data[].attributes.subject
Identify right teams and define Roles and Responsibilities

# data[].attributes.body
Bring all Teams in early on in the journey and be clear on who is needed for what etc.

Right skills.

# data[].attributes.body
Estimates should be based on latest actuals not on poor estimates.

Monthly actualisation process linked to Chart of Accounts.

# data[].attributes.headline
Clarity as to how we are going to get to a 100% recovery - Are customers going to get a protection on likely increases?

# data[].attributes.subject
Clarity as to how we are going to get to a 100% recovery - Are customers going to get a protection on likely increases?

# data[].attributes.body
Happens every Leap Year - caused complaints

Should have been included in the Rents Review letters

# data[].attributes.body
Data to be considered ahead of templates being agreed

Mailing data should be looked at upfront

Need to change how data is held in the systems

# data[].attributes.body
Need better stock data to apportion charges accordingly

Need to code correctly

Links to Chart of Accounts and actualisation process

Look to add to risk register

# data[].attributes.body
Budgets need setting in line with service charge

# data[].attributes.body
Explore existing tools that we could be using

Look at other tools available that we don't have

# data[].attributes.body
Need to make sure the right feeds go to the right areas to give correct oversight of spend in each area

# data[].attributes.body
Agree what's in and out (e.g Garages)

# data[].attributes.body
Need to be clear from a customer perspective what the increments are going to look like from what they pay today to what it will be in the future.

# data[].attributes.body
Formal log which captures impacts to Service Charge.

# data[].attributes.body
How Service Charge operated holistically outside actualisation and budget setting.

Blueprint of service