We want to build trusting relationships with customers, treating them with respect, so we can engage in more positive and meaningful ways. This year, we launched our first Customer strategy, with interlinked strategies for housing management and customer involvement.
This will help us shape efficient services, tailored to meet customers’ needs, now and in the future, as we continue on our journey to become truly customer-driven. This ambition will be supported by investment in seamless digital services, increasing engagement and giving customers more control.
- 84% overall satisfaction with customer services (2019/20: 83%)
- 1,432 homes let to new customers, with 90% satisfaction (2019/20: 1,312 and 95%)
- 44% increase in ASB cases; 70% satisfaction with our ASB services (2019/20: 70.3%)
- More than 3,000 customers got involved in helping improve our services