Our vision is to be a great social landlord, by providing high quality, affordable homes, delivering outstanding customer service and fostering vibrant, supportive, communities, where all customers feel empowered to engage and interact with us in their preferred way.
Placing customers at the heart of our business is essential for us to realise our vision. To achieve this, we must strengthen and evolve our relationship with our customers.
Our customer strategy will strengthen our approach to putting customers at the heart of our business, creating the foundation from which our customers can thrive.
Our customer strategy comprises of four strategic workstreams and three enablers which are outlined below.
Strategic workstreams
- Customer-centric operating model: We will create a culture where all colleagues take ownership of delivering the right service, first time, while ensuring resources are effectively aligned to improve customer experience and operational efficiency.
- Customer insights and data: We will harness the power of data to better understand customer needs, improve decision-making, and enhance service delivery.
- Customer accessibility and digital services: We will modernise and streamline our digital services, ensuring customers can easily access what they need, when and how they choose.
- Customer, colleagues and partnership engagement: We will embed a culture of collaboration, ensuring customers, colleagues, and partners work together to shape and improve services, driving meaningful engagement and delivering better outcomes for our customers.
Customer strategy enablers
Three customer focused enablers will guide our strategy, shaping a stronger, customer focused organisation.
- We will listen to our customers.
- We will maximise customer impact.
- We will empower our people.
Delivering this strategy will bring clear and measurable benefits for customers, colleagues, and our organisation, ensuring improved service quality, efficiency, and engagement.
Watch our animation below to find out more about our new customer strategy.