Abri targets top 5 for customer satisfaction through new services strategy

Abri has launched its new services strategy, which sets out a clear direction for the organisation to improve its housing and repairs services and move closer to becoming a top 5 housing provider for customer satisfaction.

Reliable, responsible and empowering services

Abri’s services strategy aims to provide services that are reliable, responsible and empower customers. To achieve this, the strategy sets out four priorities:

1. Modernise the repairs and maintenance service through digital investment
2. Provide an enhanced local housing management offer
3. Create more opportunities for resident involvement
4. Enhance its supported housing and homelessness provision

On the strategy, Mary Gibbons, Abri’s Chief Operating Officer said:

Modernise the repairs and maintenance service through digital investment

Customers will be able to easily access a more flexible repairs booking service. A service that is more reliable with clear tracking of the repair from start to finish. This will be delivered through a new scheduling system, a reimagined customer portal, better insight and tools available for colleagues on the job.

Provide an enhanced local housing management offer

Customers will feel heard, directly involved in how services are delivered and always treated with fairness, dignity and respect. Abri will continue to embed its regional housing model with colleagues rooted in local communities, empowered to act in the best interest of customers and be better supported through a new housing management system.

Create more opportunities for resident involvement

Customers will have more meaningful and accessible opportunities to have their say. Customer insight will be embedded into how services are designed, tested and improved, ensuring customer voices directly shape how services are delivered. Abri will be more transparent around service performance, clearly demonstrating how complaints, compliments and feedback is being used to drive continuous improvement.

Enhance its supported housing and homelessness provision

The most vulnerable people in our society will receive the right support, at the right time. Through partnerships with specialist providers and new funding streams, Abri will ensure that support focuses on long-term stability, dignity and independence.

Becoming a top 5 housing provider

Abri’s services strategy falls under the group’s new corporate strategy 2026-2031, which outlines the organisation’s ambition to provide the best homes and services today, whilst pursuing the ideals of tomorrow. As a result, Abri aims to be a top 5 housing provider:

• By scale: Scale will allow Abri to strengthen its financial position, protect its ability to invest and ensure it continues to deliver for customers
• For customer satisfaction: Abri will challenge how it works, embrace innovation, and find new ways to meet customers’ needs by working closely with its customers to build a sector-leading service
• Place to work: Abri believes customer experience starts with colleague experience. Abri aims to be a place where people are proud to work in housing, where they can grow, develop and inspire others to deliver quality services every day.