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Being truly customer-driven

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

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