Our customer-driven approach will be guided by the principles of: Listen to me, Empower me and Improve my service. We aim to deliver a consistently great service and customer experience, with high levels of customer satisfaction. We want positive relationships with our customers, built on mutual respect and trust.
- Customers will be able to access services to suit their needs and preferences
- We will use customer and staff feedback to shape decision-making
- We will make it easier for customers to move between homes, ensuring they have the right home for every stage in their lives.
- Our ‘customer charter’ will set out what we deliver and how customers can play their part
- We will be recognised for our positive impact on placemaking and successful tenancies
- We will be recognised as having a sector-leading customer-driven approach.
Our 2025 objectives
- More of the right homes, in the right places
- Safe, decent, energy-efficient homes
- Efficient, high performing culture