This means we’ll be delivering brilliant basics every day. We’ll work to align our processes, technology and culture to make sure that they’re underpinned by customer data and insight about how customers interact with us.
We know this will never be a finished job as the needs of our customers will keep evolving and we’ll have to keep pace.
By engaging widely, not only will our customers know what to expect from us and feel confident that we’ll meet their expectations, we’ll also improve cost effectiveness by getting things right first time more often.
Whether our customers are tenants or owner-occupiers, are people who need support or who don’t, wherever they live, this has to be our goal.
Provide a variety of ways to access our service options
These range from person-to-person delivery through to a 24/7 digital offer.
We’ll work with customers to make sure our digital offerings are consistently easy to use. In doing this we won’t abandon the digitally excluded, who we know form a significant minority of customers.
We’ll also measure how easy it is to do business with us so we can continually adapt and improve.
Build relationships with customers based on mutual respect
We’ll provide our customers with a clean, safe and well-maintained home with accessible, tailored and responsive services.
In return we ask that customers take responsibility to manage their tenancy well, with support when needed, by paying their rent, looking after their home and respecting their neighbours, community and our colleagues.
Embed a customer-centric attitude and approach across all our teams so we deliver with empathy
It’s important that customers can trust us to deliver what we say we’ll deliver. We know that sometimes our services fall down as a result of poor communication, either internally or with our partners.
We’ll work on our culture to ensure a focus on working effectively together to do the right thing for customers, with good two-way communication at the heart of this.
Take a data-driven approach
We’ll make sure that we hold good quality and up-to-date information about our customers and how they contact us.
Alongside the knowledge and experience of our colleagues, good data will ensure we make good decisions and help us to shape and improve our offer.
