Delivering a brilliant customer experience

What we know...

  • A brilliant customer experience is critical to our success and growth
  • Customer satisfaction is declining across all industries
  • Real time quality data and user friendly systems are vital to delivering a brilliant customer experience
  • Brilliant customer experience is founded on relationships and trust
  • Customer expectations are increasing

Customers expect:

  • To be listened to and heard
  • To be treated as individuals
  • Convenience and choice
  • Helpful and knowledgeable people
  • To be informed and in control

Key measures


customer experience

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Delivering a brilliant customer experience

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Supporting sustainable tenancies

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Providing quality homes

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Enabling strong communities

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Building and acquiring homes

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Enabling employees to flourish

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Maintaining strong finances and governance