Working in partnership with our customers
Listening to our customers and getting their feedback has always been of primary importance to us. As an early adopter of the National Housing Federation’s Together with Tenants, we were already making changes to how we engage and communicate with our customers, but this year, against the backdrop of the pandemic, we have accelerated our plans and implemented a number of new initiatives to improve our support and services for our customers.
Our Your Voice platform ensures our customers have a truly representative voice in the running of their neighbourhoods. Since the launch, seen major improvements in the way issues and ideas are communicated and responded to and have been able to increase customer involvement in defining our strategy and policies, from reviewing our complaints process and jointly completing the Housing Ombudsman’s Self-Assessment Form, to working with customers to develop our new Customer Promise.
This collaborative approach has established us as a sector leader in customer engagement and has been used to shape our new customer complaints handling procedures and in the completion of our Housing Ombudsman Self-Assessment Form, ensuring the self-assessment supports the views of our customers and that they, in turn, support the actions proposed.