We’re embarking on a programme of work to improve the service we offer you.
As part of our recent operational transformation, we created a customer experience team. The aim of this team is to transform the landscape of customer engagement, navigating the entire spectrum of customer interactions, from the first point of contact to the lasting impression.
This new team will be managing a programme of projects to help us improve the service we offer our customers. Each project has the desired outcome to make things better for our residents.
This programme of projects is the embodiment of our mission to work better together for our residents.
Our customer journeys project is looking in detail at the end-to-end customer journey with regards to rent payments, service charges and repairs and maintenance, some of the areas you’ve told us you are least satisfied with. We’ll be examining the pain points you experience and will change our processes accordingly, so you have a better experience when dealing with us.
We are also transforming how we’re listening and acting in response to your feedback by replacing our current transactional surveying tool with a new insight platform, which will allow us to fully understand your customer experience when interacting with us.
From the end of August onwards, when you call us to perform a task you may be asked to take a very quick survey about the call and how your request was dealt with. We promise to use your insights to improve the service we offer so please answer our couple so questions if you’re asked, it will be very quick and easy to do.
Later in the year, as we progress with this project, you may be asked for feedback when interacting with us through your My Account portal or when logging a repair in another way. Again, please do take the couple of minutes it will take to respond to help us shape a better service for you.
We’ve already changed how we manage complaints as part of our recent operational transformation. You told us that your experience of making a complaint when something goes wrong was poor and that there was a lack of focus and consistency in the way we handled complaints. You also said you wanted a more independent complaints service, instead of having to go through your local officer. Because of your feedback we’ve implemented a central complaints team and improved our internal processes.
We want to make sure that we improve our services to you across the board, so you don’t have any reason to make a complaint but if something does go wrong, we want the process of putting it right to be transparent and easy to navigate.
We’ll keep you up to date with the improvements we make as this programme of work progresses.
