Annual review 2023-24

At the start of 2023 we began to accelerate the delivery of our customer plan, underpinning our commitment to connect with our customers and communities.

We’re listening better, building trust with our customers and responding faster to their issues. We’re spending more on repairs and maintenance, and on improving customers’ homes and communities.

Today, about two thirds of colleagues directly serve customers, and through our new neighbourhood model, we’re doubling the amount of time colleagues spend in our communities.

Customers are at the heart of a coherent service, built around them, with simpler, more efficient processes that enable faster and better delivery – however our customers choose to contact us.

Our new Customer Service Centre opened in January 2024; we’re now resolving more than 80% of customers’ queries when they first get in touch. They can also ‘self-serve’ their most common enquiries via our online portal, MyAccount.

We’re a different, kinder and more community-focused organisation today, than we were even three years ago, and accelerating our plans is starting to make a difference to people’s lives. We’ll continue to listen, to put things right when they go wrong, and never lose sight of wanting the best for our customers and the diverse communities we serve.