MORE AND BETTER HOMES
Providing sector-leading customer experience
Our first ever Customer Experience Strategy for housing launches this month (December).
The strategy document covers how we want the people living in our housing to feel – and how we’ll get the basics right and give good customer service to achieve it. In short, it covers how we’re working to ensure all residents feel listened to and included by colleagues who are responsive to their needs, while displaying the Anchor values of being Accountable , Respectful , Courageous and Honest . Engaging with residents, including when we shared our Draft Service Offer earlier this year, identified four key priorities. The first of these is providing great landlord services, such as a simple application process and easy ways to pay rent and resolve any issues. The others are safe and well- maintained homes, services to enable independent living and an evolving service offer. The strategy sets out the detail of what we’ll offer in each of these four areas, as well as how we’ll achieve and measure progress. Executive Director - Housing Services Suki Jandu said: “I want all our residents to have a great experience whenever they interact with us. That’s also true for potential residents, and the different agencies we work with. “Lots of colleagues already work really hard to ensure residents have a positive experience. The systems and processes that have built up over the years can sometimes get in the way though.
“We’ve already talked about how the changes we’re making across our housing services are simplifying the way we work and making us more efficient – and that’s good for both colleagues and residents. This strategy will help ensure that positive experiences for residents are at the heart of our transformation.” The Customer Experience Strategy will inform the updated housing Service Offer which is being developed. Search ‘ Customer Experience Strategy ’ to find it on our intranet The Bridge.
Residents will feel...
Listened to and...
Included by colleagues who are...
Responsive to their needs and display our values to be...
Accountable
Respectful
Courageous
Honest
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