Our Annual Report looks back at the difference we have made over the past year. It covers how we have provided safe, affordable and well-maintained homes, improved the services that matter most to customers, built new homes, invested in existing homes and supported customers and communities to live well.
This year’s report brings together what we’ve learnt by listening to our customers and using their feedback to improve services. Through face-to-face events, conversations at home, and email and text surveys after customers use our services, we continue to understand what matters most and use those insights to shape how we deliver and improve our services.
We’ve already taken steps to respond to what our customers told us over the previous financial year, and have introduced new services and improved existing ones, including:
- Introduced Livving Well visits – meaning we meet with every customer at their home yearly
- Created Service Standards to give customers more knowledge of what to expect and power to report things if they go wrong
- Launched the Better Off Calculator, a simple tool for checking benefit and financial support available to customers, as well as for offering budgeting advice and tips on how to reduce household bills.
Here’s an insight into what our customers taught us this past year:
- 87% of our customers find us easy to deal with
- 85% are satisfied with our services
- 98% of complaints are solved within the time we promised
- Our repairs service is really important to customers and something they want to see us continue to improve
“It’s great to see that the improvements we’ve made this year have led to positive outcomes for our customers, but I know we still have work to do. It’s clear that learning from our customers directly helps us make the changes that truly matter most. I know that by working together, we can continue to deliver on our commitments and create positive outcomes for our customers.”