Improving your customer experience

    In delivering our new Corporate Plan, we are on a journey to improve our services and create the right environment in which we are resident focussed.

    In delivering our new Corporate Plan, we are on a journey to improve our services and create the right environment in which we are resident focussed.

    We are pleased to say that we have become an early adopter of the National Housing Federation ‘Together with Tenants’ campaign. The agreed approach, following the current consultation, will feed into every aspect of our business and customer service approach. You can learn more about this by viewing our Together with Tenants page.

    Ways we are embedding a customer focussed approach

    Customer Services Committee

    In March 2019, we created the Customer Services Committee. The Committee builds on our strong history of resident involvement and engagement by creating a strong link between our Group Board and our resident-led Area Boards (soon to be called Resident Panels).

    The aim is that the Committee will make sure that issues you raise locally can influence our future strategies, and equally provide a route so the Board can be accountable to you. The Committee is chaired by our resident Board member, Carol Yarde, and other members from the Group Board. Members of the Committee also include the chairs of all of the Area Boards.

    The Committee will meet four times a year.

    Customer Services strategy

    A new customer service strategy is being developed.

    This will guide us in improving your customer experience and will help us make sure that we respond to changes that are affecting your lives. This is a core part of our Corporate Plan

    We will also set out a clear offer to you in a new ‘Residents Charter’. 

    Before finalising the strategy, we will discuss the framework at all our Area Forums, and at our event for all Area Forum members in May. We will also be talking to lots of you through focus groups to get a real sense of what you think of our services and where we can do better. If you wish to be involved in shaping our approach then please do email residentengagements@onehousing.co.uk or call 0300 123 9966 or 020 8821 5300.

    Improvements to the way our services are designed

    We are making some changes to our teams to improve our responsiveness and the services we provide in Spring 2019. This involves changing some roles.

    We will also be introducing new technology later this year so that it will be easier to contact us, and easier for staff to track calls and respond to issues. 

     

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