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Supporting our customers

Welcome| Managing our homes| Delivering Homes| Making the most of our money| Our people| Our response to coronavirus

We want customers to feel valued and important; for services to be seamless, integrated and easy; for the customer experience to be simple, clear and consistent, leading to positive outcomes and increased customer satisfaction; and to work collaboratively across the business, leading to improved productivity and efficiency. Our customer strategy is based around three key themes:

Listen to me: Understanding and empathising with customers’ views means listening authentically and giving customers the opportunity to be heard. We work with customers to shape the development and delivery of services.

Empower me: We ensure customers are fully-informed about decisions influencing their homes and communities. We want to have relationships built on mutual trust and to treat customers as equals. We give customers choice in how to manage their tenancies, the tools to do this, and involve them in the continuous improvement of these digital platforms.

Improve my services: We are improving the ways in which we work and communicate with customers. Having a blend of online and offline service solutions that are intuitive, seamless and entirely customer-driven ensures a high quality, prompt and consistent level of service tailored to individual customer needs.

2019/20 highlights

  • Overall customer satisfaction was 83%
  • Customer satisfaction with responsive repairs was at 84%
  • 17% reduction in the number of complaints
  • 15% reduction in service charge enquiries.
  • ‘I am Hyde’ tone of voice: Clearer customer communication

    The ‘I am Hyde’ tone of voice gives us a practical way of implementing ‘Listen to me’, ‘Empower me’ and ‘Improve my services’. The tone of voice approach was first introduced to the Complaints and Customer Services teams and since then, satisfaction with complaints handling has increased by more than 20%. We have also seen that clearer, simpler messages help reduce follow-up contact from customers.

  • Giving customers control through our new customer portal

    We launched our new customer portal, MyAccount, in April 2020, as part of our commitment to improve our digital offering, so customers can carry out transactions themselves, when it suits them. Customers can check their balance, make payments, view, download and print their rent and service charge statements, and update their contact details. Additional functionality, such as booking repairs, will be added in future phases.

  • Improved complaints handling

    There were 17% fewer complaints in 2019/20 compared with the year before. Customer satisfaction improved across every aspect of complaints handling, from how much effort customers felt we put in, to how we communicated and kept them up-to-date, as well as how we resolved issues.

  • Building trust in service charges

    The Service Charge Case Management team aims to reduce the number of service charge-related complaints. We emailed hundreds of customers ahead of statements being delivered this year and followed these up with phone calls. Customers said they appreciated being able to discuss concerns; were pleased someone was taking ownership; and that we were responding in a set timeframe.

  • Our award-winning approach to customer feedback

    We won the Customer Feedback Strategy award at the Institute of Customer Service Awards in March 2020, based on our use of digital platforms, SMS and telephone surveys, focus groups and resident engagement to better-understand our customers.

  • Hyde Foundation

    Hyde Foundation prevents homelessness and works with communities and partners to create great places where people want to live. In 2019/20, it:

    • Secured £0.37m of external funding
    • Worked with 1,881 residents, securing more than £3m towards rent payments and £1m in non-housing related gains to residents
    • Helped 58 residents to address hoarding or unsanitary living conditions
    • Helped more than 250 residents access health, support and social care services
    • Gave 964 people employment advice, with 217 securing jobs and 184 completing job-related training
    • Worked with community partners to deliver programmes that benefited more than 2,100 young people and more than 1,800 older residents
    • Worked with our supply chain to deliver about £0.15m in social value, including project sponsorship, resident recruitment, training and workshops and skill sharing.

    Additionally, Hyde Charitable Trust awarded 154 grants worth £0.3m to community programmes.