Transforming Customer Experience and Digital Services
We aim to always deliver reliable, convenient and easy to access services and keep you informed about things that matter to you.
Here’s how we are doing…
Performance
Tenant Satisfaction Measure
Satisfaction that the landlord keeps tenants informed about things that matter to them (TP07)
Agreement that the landlord treats tenants fairly and with respect (TP08)
Key stats
We will always try to answer queries at the first point of contact, and when this is not possible, we will let you know who will be dealing with your query and provide updates until the query is resolved. In 2023/24, we resolved 91.4% of all digital and non-digital customer enquiries at First Point of Contact. Where we could not answer the initial enquiry, we contacted 85.3% of customers back within two working days.
Complaints and Feedback
We know sometimes things go wrong and when they do, we aim to put them right as quickly as possible and learn from our mistakes so we can do better in the future.
Find out more about complaints and feedback in 2023/24.
Customer Voice
We encourage customer feedback, place listening to our customers at the heart of what we do and ensure our arrangements enable tenants to engage and influence in a meaningful way to continuously improve services.
Find out more about customer voice in 2023/24.
Have you read our summarised policies?
We have summarised our customer policies to make them accessible and easy to read.
