Customer Voice
Making sure our customers have a voice when it comes to the services we provide is one of our key priorities.
Whether it’s our Customer Committee, scrutiny pools or the range of feedback we receive from customers across our communities, the views we get go directly into shaping and improving our services.
In 2021-22 we have:
training hours provided to engaged customers.
customers completed surveys on our services.
Named as a finalist in the Outstanding Tenant Engagement category of the TPAS Awards, which recognise engagement excellence in the social housing sector.
Customer complaint resolution:
complaints resolved at stage one.
complaints resolved at stage two.
complaint received and resolved with Ombudsman.
complaints resolved through de-escalation.
Our customers have helped shape:
Our new teams.
Our annual customer survey.
The creation of new customer groups.
Our wellbeing strategy.
The development of new engagement strategies for our high-rise buildings.
Our customers have scrutinised:
Our approach to communicating with customers for responsive repairs. There were 9 service improvements and 8 recommendations.
