Posted on 02 September 2024
Our Annual review for customers shows how we’ve continued to build on our core commitment to better connect with our customers and the communities we serve.
This year’s review (PDF, 3MB) shows how we’re listening to customers more, responding faster to their issues and building trust with them.
“Today, about two thirds of Hyde colleagues are in roles directly serving our customers and we’re doubling the amount of time we spend in our communities, having introduced a new neighbourhood model in January 2024,” explained Andy Hulme, Hyde Chief Executive Officer.
“This is responding directly to what customers have told us: they want better communications and want us to be clear about who’s responsible for carrying out various tasks and resolving issues that may arise in their home, and local area.”
Customers can now ‘self-serve’ their most common enquiries via our online portal, MyAccount, whenever they want to. Most tenants can book repairs for their homes and communal areas, plus all our customers can raise a complaint, and check their rent or service charge account balances; we’re adding new features all the time. About 20,000 households are signed up to MyAccount and about one in four enquiries are made through digital platforms.
One area that we’ve been focusing on this year has been repairs.
“For many of our customers, our role is to help maintain their home well and to be there when something goes wrong. Our focus is turning up as soon as we can, ensuring the work we do is of the highest quality, and making sure you know what’s happening,” Andy said.
Satisfaction with repairs was 77.6%, and satisfaction with Hyde repairs colleagues was 95%. On average, it now takes us 18 days to complete a repair, five days quicker than last year.
“It’s great that customers are seeing real improvements to their repairs service,” Andy said. “We brought more repairs and maintenance services in-house this year, to give us more control over timescales and ensure a consistent high quality. About 95% of repairs are now carried out by Hyde colleagues, a five-fold increase from a year ago.”
The review also includes our first set of Tenant Satisfaction Measures, which we published this year. Based on a benchmarking exercise we carried out in February 2023, these show that tenants’ overall satisfaction improved by 7%, and shared owners, by 15%.
“We’ll continue to listen, to put things right when they go wrong, and to never lose sight of wanting the best for our customers,” Andy said.
Download a copy of our Annual review for customers (PDF, 3MB).