The measure of our success is judged by you, our tenants and leaseholders.
In order to give you the best service we can deliver, we are learning from your feedback and shaping our services accordingly. We do this by carrying out customer satisfaction surveys, running focus groups, mystery shopping, and learning from complaints about our service.
From this information we have developed a three year strategy to improve our services to you, and revised our customer service standards which we are committed to delivering. The review told us that you weren’t satisfied with our response to complaints and sometimes found letters difficult to understand.
We have responded by providing training for staff so you will receive higher quality responses to your concerns in plain language. We have also launched a reading group where residents approve our printed material. We will deal positively with your comments and complaints.
So what’s ahead? Generally, we want you to be able to contact us easily, and in ways that suit you. And when you do get in contact, we want you to experience a consistently excellent service, and resolve your queries the first time you contact us.
Read more about our customer service standards here. We are currently undergoing assessment for the government Customer Service Excellence accreditation, look out for news of the results in the near future! We report our performance information monthly and you can view the latest report here.
