Your customer experience
We want you to have the best possible experience as a customer of ours. So, we've worked with you to create our customer obsessed strategy and shape how your customer experience really looks and feels. This isn't about us sitting down and deciding what that means, it's all about you, our customers.
We worked with some of you, including those from our Customer Voice and Review Committee and our Homes and Places Committee to help us shape exactly what our strategy focuses on. We also used feedback from customer surveys, complaints and compliments and of course, we had input from our colleagues too.
This page is all about to where we're heading so we can be the housing provider you want and need, what that means, and how we're going to get there. We want to be customer obsessed, but what does that mean for you?
What is customer obsessed?
In short, it’s us being the best we can be, for you. You told us that means us getting things right first time, making sure we respond quickly when things go wrong and making it easy for you to interact with us.
You want your experience to work for you – whether that’s making sure you can report your repairs in a way that suits you or if that’s us knowing you need your letters in a bigger font size.
You can find out more from Sarah Evans, our Executive Director Customer Experience, in the video below. And see what your fellow customers think of us in our latest Tenant Satisfaction Measures results and in our most recent customer annual report.
The journey we're on to customer obsessed
The best way we can tell you about where we're at in our customer obsessed journey, is to show you where we're making improvements. Our aim is to be the UK's best housing provider - it's not a destination, but an aim that will always keep us focused on being better for you, our customer. We'll keep you updated on our journey here, but we can show you where we're at now through our Tenant Satisfaction Measures, our customer annual report and our complaints reports.
Tenant Satisfaction Measures
These are a way to show you how we’re performing and what you think of us as a landlord. We like to think of them as an opportunity to build your feedback and experiences into making our services better. Take a look at the full results by clicking the link.
Customer feedback
Making sure you’re happy is our top priority, it’s all part of being customer obsessed and that’s why your feedback is so important. It helps us improve what we do and build the right services for you. So, whether it’s good or bad, we want to hear what you have to say.
