southwayhousing.co.uk | 15
How we’ll do it… • Employ skilled and trusted staff who treat all customers with respect • A nswer calls promptly and answer your questions effectively • R espond to and resolve enquiries as quickly as we can • C arry out an external review of our customer services • A ctively encourage and listen to feedback to improve our services • E xpand how customers can get involved through a new Customer Voice Strategy • W hen we make mistakes, we will say sorry, put things right, and learn from the experience.
How we’ll measure success… • A chieve a C1 grading from the Regulator
• A t least 80% of our customers will be satisfied with Southway as a landlord (Tenant Satisfaction Measures) • 9 5% of customers will be satisfied with the services we provide (As part of our regular customer satisfaction surveys) • A chievement of Customer Services Excellence accreditation • A t least 85% of tenants feel they’re treated fairly and with respect (Tenant Satisfaction Measures).
Image: The Employment & Skills team offering career opportunities to young people at a Fun and Feedback event in Chorlton
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