Here for our customers

Since then, we’ve focused on what matters most to you – being Great for our Customers, Great for our Homes and Communities, and Great for our Business.

Here’s a quick look at what we’ve been doing:

• Improving homes – we’re investing millions to upgrade kitchens, bathrooms, windows and heating systems, making homes safer and more energy efficient. We’ve also made it easier to report repairs and are updating the way we tackle damp and mould (see page 8).
• Making things right from complaints – we’re working to resolve issues when you first raise them, introducing more training for colleagues and ensuring quick and clear responses (see page 19).
• Smarter working – new tech is helping our teams capture more information when they’re out and about, which we can use to make the right decisions for our customers and business.
• Better contact systems – new software in our Customer Hub and Plumlife Directory means quicker, smoother service when you get in touch.
• Efficient budgeting – we’re making changes to ensure we deliver value for money and the level of service you expect.