The impact of the cost-of-living crisis and cuts to local services means the support we provide is more important than ever. Our customers expect more of us, especially during these challenging times. Unfortunately, this impacted our annual customer satisfaction score, which is disappointing.
We want to be sure we’re offering the widest possible support to our customers, whether we’re fixing something in their home, or providing financial help and advice through tough times.
Customers have said we should communicate with them better and update them about services in their local area. They’d like us to be clear about who’s responsible for carrying out various tasks and resolving issues. They also want to see us out and about in their neighbourhoods and to get better value for money for their services.
We’ve introduced new approaches this year, including our new Operations directorate and the trial of a neighbourhood operating model. We also continued to invest in digital services to help customers manage their finances and homes better. The more online self-serve options we can offer, the easier it’ll be for customers who aren’t online to call us. Together, these initiatives will help us improve services and customer satisfaction in the future.
- 78.7% overall satisfaction with customer services (2021/22: 82%)
- 1,145 homes let to customers with 88% satisfaction (2021/22: 1,355 and 92%)
- 67% satisfaction with ASB services (2021/22: 68%)
- 2,570 customers took part in activities to help us improve services.