We’re always focused on being Here For Our Customers!
Over the summer we were delighted to launch our new Corporate Plan, Here for our customers. This is our ambitious plan to be Great for our customers, Great for our homes and communities, and Great for our business.
More than 700 customers have helped to shape this plan through an extensive consultation, and we would like to thank everyone for having their say. We are confident that it reflects our shared ambition to help improve the lives of the people that live in our homes and communities.
Click here to read the plan in full and watch a series of short videos explaining the work that will be covered, and the benefits this will have for customers.
Corporate Plan 2024-27
You will see that under each of the three themes, we set out:
- What we want to achieve;
- The goals we have set for ourselves;
- The work we will deliver; and
- How we will measure success.
It is an ambitious three-year plan and we will need to work alongside customers and partners to deliver it.
We will work hard to ensure that customers are at the heart of everything we do with more opportunities to have a say and get involved to help shape and improve the important services we provide.
What areas are we looking at first?
The Plan covers our ambitions for the next three years, and obviously we can’t do everything all at once. There’s a lot to do, and how we sequence it is vitally important so that we’re tackling the right things at the right time, and in the most efficient order.
Our initial priorities will focus on work including:
- Assessing the effectiveness of our repairs, maintenance and investment offer, and working out the best way to run these services into the future. Customers consistently tell us this is one of the most important things to get right, so it makes sense to tackle this first.
- Ensuring we hold the right information and data about our homes and customers, so that we can make more informed decisions and offer tailored services to better meet your needs.
- Reviewing how we handle complaints and making changes to ensure we are really listening to what you tell us when you are dissatisfied and learning the lessons when things don’t go right.
- Introducing new software into our contact centre to make it easier for you to get in touch with us and make better use of advanced digital functionality.
- Reviewing and improving our financial processes to make sure we are operating in the most efficient way so we can achieve value for money for customers and continue to reinvest in your homes and communities.
We’ll share regular updates on how we’re progressing across all our usual channels, including our website, E-news bulletins and printed publications, so look out for these over the coming months!