Continuing to be Here for our Customers

Continuing to be Here For Our Customers

As we move into the final year of our Corporate Plan, we’re continuing to make good progress in the areas you told us matter most. Our plan focuses on being Great for our Customers, Great for our Homes and Communities, and Great for our Business – and all the work we’re doing is helping us do this.

Putting things right sooner

We’ve reviewed how we handle complaints and improved our systems and the ways we work. This is helping us sort out issues earlier and put things right when something goes wrong. These changes are already starting to be reflected in our latest TSM scores - read more on page 14.

Looking after homes

We’ve completed the first stage of work to meet Awaab’s Law, which came into effect last October. We’re also continuing our repairs review to improve our services, which you can read more about on page 9. Alongside this, we’ve introduced better ways to manage apartment blocks and delivered important work to support home adaptations and improve building safety.

Using information to improve services

More colleagues working in your neighbourhood now use tablets, helping them record information more accurately and make better decisions to support customers. We’ve also launched a shared knowledge bank so colleagues can quickly find the right guidance to help you.

Easier ways to contact us

Our new contact systems are now fully in place, helping calls and enquiries reach the right person more quickly. We’re also introducing new ways to get in touch, including video calls.

What’s next

In the final year of our Corporate Plan, we’ll focus on improving customer services, managing our finances well, and supporting colleagues through training so we can deliver a consistent, high quality service for everyone.