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

Overall satisfaction with customer experience

2018/19 - 91.08%

2019/20 - 92.22%

2020/21 Q3 - 92.39%

Net promoter score

2018/19 - 47.31

2019/20 - 56.49

2020/2021 Q3 - 57.22

Percentage of tenants satisfied that their views have been listened to and acted upon

2018/19 - 96.76%

2019/20 - 100%

2020/21 Q3 - 100%

Percentage of tenants satisfied with the way the complaint was handled

2018/19 - 80%

2019/20 - 96.91%

2020/21 Q3 - 97.78%

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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