By 2025 we will...
- Ensure customer involvement is at the heart of everything we do
- Understand, appreciate and proactively respond to the diverse make-up of our customers
- Work with our customers on decisions that affect their homes and neighbourhoods
- Listen to and understand our customers to improve the services they receive
- Use our customer insight to effectively target our resources
- Provide digital services that are easy to use
- Offer a wide range of self-service options for customers to interact with us
- Gather and act on customer feedback to continuously improve our digital offering
- Ensure that we have the right structures and resources to deliver great services
- Automate tasks and processes to create efficiencies
- Ensure our internal service teams have a clear line of sight to our external customers
- Improve the customer’s experience of ordering and receiving repairs
- Improve the customer’s experience of moving into their new home
- Support customers to secure employment opportunities, through training, work placements and volunteering
- Support customers to live in an independent way
- Help customers to maximise their income and manage their financial standing.
How will we know we’ve achieved this?
Customer satisfaction at 90% or higher
Eight out of 10 customers telling us they trust us