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Providing good services

2024 goals

A customer effort score of less than 3.5

A customer trust score of more than 8

What we're focussing on

Being a good landlord

We’ll work relentlessly to get the basics right, delivering services that are easy to access with a clear offer for our customers. When things go wrong, we’ll put them right, focusing on resolution not process.

Listening to the voice of the customer

We’ll deliver services based on what our customers value driven by data and engagement. Transactional and low in effort where preferred and high in engagement when they are trust bearing activities.

Realising our social purpose

Creating places where residents can thrive by looking at ways of combating loneliness, helping with education and work to support customers in the life they choose.

What we value

Being pioneering - known for good customer service and the ability to deliver solutions.

Being entrepreneurial - driven by data: using insight together with customer and colleague feedback.

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