Last year we set ourselves a target to be the affordable housing
provider of first choice by 2020.
In short, that means that we want to be the best. We realise,
however, that we have a long way to go and our customer service
needs to improve if we are to achieve our ambition.
You will be pleased to know that I didn't dream up this vision, it
was a target set by the people who work for us! That's right, the
target was set by the people who will be responsible for achieving
So what have we been doing to try and make this vision a
Firstly, We have committed to a Group-wide customer excellence
programme, which the majority of front line staff have now
Our people will now be measured against the high standards that
you our customers expect of them, which will ensure clearer
timeframes and regular updates are given to customers. So they will
work with you to resolve your issues in a more effective way.
We are trying to enable our people to provide a better service by
equipping them with tablet computers so they can mobile work in
your community. This means they will often be able to come to your
home and log your enquiry there and then rather than having to
travel back to the office to use a computer, saving time and
providing a more supportive service.
We have a Tenancy Sustainability Team in post who are here to help
anyone affected by the current Welfare Reforms. If you get in
contact with them they will provide money advice, help you maximise
your benefits and assist you in moving to a smaller home if you
wish to downsize.
Finally, we have trained our customer contact centre advisors to
resolve your issues and questions when you call up rather than
sending your enquiries to a housing or income officer to answer.
For many customers this means you receive an answer to your enquiry
In the future we have more exciting changes planned but they will
be the subject of a future blog.
Matt Cooney - Group Chief Executive