Consistently Delivering Excellent Customer Experience and Digital Services

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