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Consistently Delivering Excellent Customer Experience and Digital Services

Vision: Excellent services that are consistent, reliable, innovative and influenced by customers

 

In today's fast-changing digital world, we’re excited to expand our digital services, meeting our commitment to achieve great results.

We’re building on our already successful approach to customer engagement, making sure there are accessible opportunities for everyone. By truly understanding our customers, we will reduce unnecessary complaints, ensure first-time resolutions and improve access to services and homes.

We will address the diverse needs of our customers, present and future and will continue to design and deliver services that are fair and equitable.

Furthermore, we are embedding a culture that makes the best use of data to inform our business decisions and enhance service delivery, ensuring we consistently meet and exceed expectations.

Objective 1: Broaden the digital service offer to create, reliable, responsive, and consistent services whilst achieving positive customer and business outcomes

To do this, we will:

  • Expand 'My' service offer in the Livin app and portal to improve customer experience and convenient access to homes
  • Create an environment which enables the safe adoption and effective exploitation of artificial intelligence
  • Utilise AI where it can improve operational impact and outcomes​
  • Implement new digital payment options to offer a wider choice of payments for customers​
  • Expand offer available in My Livin app and portal for customers

Objective 2: Enhance the customer engagement framework to provide accessible opportunities for all

To do this, we will :

  • Increase the collective capacity of the InsightXchange to enable it to influence impactful decisions about services
  • Mainstream customer voice across services to enable the voice of all tenants to be heard, underpinned by a more instant and responsive solution for gathering customer voice
  • Ensure customer voice influencing service delivery is representative, targeted and focused on the right issues

Objective 3: Maximise customer insights to improve customer and business outcomes by reducing avoidable complaints, driving right first time behaviour and improving access to services and homes

To do this, we will:

  • Set clear expectations and meet standards around access to services, responding to requests and keeping the customer informed
  • Target pockets of customer dissatisfaction and develop interventions to improve services
  • Provide an accessible and fair complaints process supported by a culture of learning and ownership to put things right and reduce avoidable complaints

Objective 4: Respond to the current and future diverse needs of customers and design and deliver services to ensure fair and equitable outcomes are delivered

To do this, we will:

  • Make best use of relevant and timely customer data on diversity, communication, service and tenancy access needs to make reasonable adjustments and improve access to services and homes
  • Embed the expected customer experience behaviours, attitudes and values with a focus on trust, respect, and ownership

Objective 5: Embed a culture of making best use of data as part of everyday operations to inform business decisions and improve service delivery.

To do this, we will:

  • Deliver the Knowledge and Information Management Strategy action plan to improve the use of our data and demonstrate our compliance with regulatory standards.
  • Ensure data recording and usage is adopted by partners to ensure consistent service delivery and customer experience within the current cost envelope​.
  • Fully exploit current systems and introduce new ones to improve the use of data to inform service delivery and decision making

Find out more about Plan A in the sections below

Background

Consistently Delivering Excellent Customer Experience and Digital Services

Excellent services that are consistent, reliable, innovative and influenced by customers

Contributing to a Sustainable Future

Environmentally sustainable communities for generations to come with customers thriving in low-energy homes

Supporting Balanced and Sustainable Communities

Sustainable and thriving communities that meet residents’ needs and nurture a sense of pride and belonging

Supporting Sustainable Tenancies

Empowered tenants living in comfortable and manageable homes in sustainable communities

Providing Quality Sustainable Homes

Tenants living in warm, safe, high quality, and sustainable homes in which they are proud to live

Building and Acquiring Sustainable Homes

Additional high quality, sustainable homes, which meet the needs of customers, in balanced communities

Maintaining Strong Finances

Financially strong and resilient, investing in the future of social housing for our customers and their communities

Maximising the Talent and Contribution of our People

A professional, engaged and empowered workforce, working together to deliver excellent services

Plan A Priorities