We’re delighted announce that we’ve published our 2021/22 Customer Annual Report.
Working from the inside out, we’re listening to customers to better communicate our approaches and provide transparency on the challenges that we face, building solid foundations to continue the delivery of good service. Our organisation takes great pride in providing a service to 100,000 customers, who shape our priorities across the 40,000 homes and communities they live in.
We know that we don’t always get it right first time, but we are passionate about building thriving and sustainable communities that provide opportunities for everyone. Our £15 million Community Investment strategy which supports employment, empowerment, health and wellbeing, helps us make the improvements where they are needed most. This is even more important during the rising cost of living crisis.
Our commitment to deliver a really good service and become top 10 for customer satisfaction in our sector, has driven the introduction of several measures across the organisation in 2021/22, led by feedback from our Resident Scrutiny Group. This includes launching a customer complaints panel, changing our complaints process, increasing the size of our responsive repairs and planned works team, and the creation of three panels in our ‘voice of the customer’ framework.
Executive Director of Operations, Ralph Facey said:
“We’re pleased with the good work we’ve done over the last year. But we recognise that there are always areas to improve. Part of this means being much more transparent in how we work, listen to and act on requests from our customers.”
We’ve shaped our Customer Annual Report around the proposed new consumer standard’s five themes:
- keeping our properties in good repair
- maintaining building safety
- effective complaints handling
- respectful and helpful customer engagement
- responsible neighbourhood management
Even though we’re one of the south’s largest housing providers, we’re still dedicated to keeping a strong local presence and will continue to strengthen our connection with customers and the communities that they live in.
Find out more on how we’re empowering our customers and communities to make a greater difference in our report.
