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Knowing our customers and how to deliver to them

Posted on 07 October 2019

It’s National Customer Service Week and over the next five days we will be highlighting the important work we are doing to become an organisation that puts the customer first. 

Each day has a theme and Monday’s is ‘Customer insight’. This gives us a great opportunity to celebrate being shortlisted in the “Use of insight and feedback – customer satisfaction” category at this year’s UK Customer Experience Awards, for research we carried out this year to better-understand our customers. 

“We have very diverse customers,” explained Hyde Chief Customer Officer Susan Stockwell. “They range from those receiving benefits and low-income households; to people taking their first steps on the property ladder; adults and families requiring stable homes, so they can raise their children and improve their life chances; as well as older people who need safe, secure and comfortable homes in their retirement. 

“The research, we carried out, has given us a more detailed view of our customers and their behaviours which underpins our strategy. Our customer strategy will help us revolutionise how we work with our customers. We aspire to be a truly customer-driven housing provider. Our customer ambition goes beyond conventional engagement to put the customer voice at the heart of how we deliver our services now and in the future.

“We are the only social housing provider to be in the running for an award this year, which is a fantastic achievement. We’re up against some stiff competition in our category, including household names such as Talk Talk, O2, insurance firm LV= and investment company Fidelity.” 

The winners of the UK Customer Experience Awards will be announced on Thursday 10 October.