Building a better experience around you
We want every customer to have a good experience with us, whether you’re reporting a repair, asking for support, or just getting in touch.
That’s why we launched our Customer Experience Strategy in June, based on what you told us matters most.
We said we’d focus on four key themes, but what does that mean for you?
Fair and equitable outcomes We’re making services easier to access and ensuring everyone is treated with respect, with services tailored to their needs or circumstances.
Customer driven services Your feedback helps us improve. We’re creating more ways for you to get involved and help shape how we work.
Great customer experience We’re working to make every contact simple and stress-free, focusing on getting things right first time and offering you more choice when contacting us. We’re also working on a new mobile app to make things even easier.
Operational excellence We’re training our teams and improving systems so colleagues and contractors can support you quickly and confidently.
This is just the beginning. We’ll keep listening, learning, and updating you as we go.
Learn more about our plans for the next three years here.
Supporting customers when they need it most
At Great Places, we’re here to support customers through difficult times. Earlier this year, Neighbourhood Services Manager, Brian Ngazimbi and Tenancy Coach, Martin Wilson helped one of our older customers in Rotherham.
Matthew, 80, had lived in his flat since 1994. When a contractor couldn’t access his home, our team discovered he was struggling with hoarding, memory loss, and mobility issues.
Brian then began working with Martin, Social Services, and other partners to help. Matthew’s flat was cleaned, memory tests were arranged, and extra smoke alarms were installed. Martin supported Matthew with appointments and helped sort out his rent payments. Now, cleaners visit regularly, and he’s being supported to find a more suitable home.
Matthew had been suffering in silence, but thanks to the care and teamwork of Brian, Martin, and our partners, he’s now receiving the support he needs.