Building services our customers can trust
Everyday services play a big part in how living somewhere feels. Big moments stand out, but it’s the everyday details that sit alongside them, how easy it is to find the right information, whether updates make sense, and how issues are picked up and followed through. Over the past year, we’ve paid closer attention to these moments, using customer feedback and data to understand where services work well and where they could be better.
The focus hasn’t been on big changes for the sake of it. Instead, it’s been about making small, practical improvements that add up: clearer and more effective communication, simpler interactions and getting the basics right, consistently. Customer feedback and involvement have helped guide those decisions, shaping what feels helpful, reassuring and workable in real life.
Over time, everyday experiences are what help people feel comfortable and confident in the service they receive and build trust.
"We know trust grows when services work well everyday. By listening to customers, drawing on data and working more closely across teams, we’re able to step in earlier and resolve issues more smoothly. That means services feel clearer, more reliable and easier to depend on when people need support.”
- Alex Nagle, Customer Service Director
Spotting problems earlier
A key part of our digital transformation is using data and tools to spot patterns and early signs that customers might need extra support. This gives us the chance to act sooner, sometimes before a customer even needs to get in touch.
In our repairs service, we use what we know to identify problems that might become more complicated. This helps us step in early and fix things before they escalate.
Our pioneering use of technology and data in this way has also led to us winning an award for Predictive AI for Better Customer Experiences at Housing Technology 2026.
This means customers get things sorted more quickly, with clearer communication and fewer handovers between teams - so they spend less time chasing and more time feeling confident their issue is being taken care of. Our work in this area has achieved a customer satisfaction score of 9.9/10.
Getting repairs right
We’re always looking for ways to make things better for customers by learning from every job we do. We’ve seen this with additional visits needed to complete gas repairs where looking at past repairs and engineer notes helps us spot common issues and fix them right first time, reducing repeat visits from 17% to 9%.
At the same time, repairs are completed more quickly by making sure engineers carry the materials needed for the most common repairs, helping to avoid delays and repeat visits.
From what we’ve learned, we’ve also created a series of simple how to guides and videos to help customers feel they're able to tackle smaller fixes quickly and easily.
A great service, every time
Ultimately, it all comes down to delivering a consistently great service that customers can rely on. That means clear communication, realistic timescales and problems being handled with care and efficiency, no matter how or when customers get in touch.
By bringing together better digital journeys, early insight and more joined‑up ways of working, we’re creating a service that feels easier to use, more human and more dependable. It’s not about big promises, just getting the everyday things right, time and time again.
Bringing our customer promises to life
We’ve launched our customer promises to reflect what customers have told us, setting out what they can expect from us day to day, supported by clear service standards.
This is built on conversations in homes, in neighbourhoods and on calls, where customers shared what it really feels like to live in a VIVID home.
What came through clearly was the importance of everyday experiences. Being kept informed, having repairs done properly, knowing someone will listen, and being treated with care and respect, especially when things don’t go to plan. These moments, and how consistently they happen, make the biggest difference.
To make sure this wasn’t just words, customers worked with us to develop the service standards that sit underneath. Through reviews, workshops and ongoing involvement, they challenged what “good communication” really means, whether waiting for a repair, following up a complaint or understanding what happens next, pushing for clearer updates and more consistent follow through.
Our standards are grounded in real experiences, helping create a stronger link between what we say and what customers receive, and how we continue to improve it.
One size doesn't fit all
Last year, we shared how feedback and insight helped us understand more about the moments or factors that influence customers’ day‑to‑day lives. It showed us common themes such as health and wellbeing, confidence using digital tools, access to technology, and the need for support that works just as well outside of a digital world.
It’s not about treating everyone the same, but about tailoring our approach, thinking carefully about how information is shared, the language we use, and the support options we offer. By taking the time to understand our customers and the different situations they’re navigating in everyday life, we can respond in a way that feels more personal. We know needs can change, so we continue to adapt how we support our customers over time.
This has influenced how we listen to customers and how we communicate, from how we gather feedback through our TSM surveys to how we changed our approach to things like rent review communications.
Changing approach to rent review
Sometimes it’s not just what you say, but how you say it. Rent review is one of those moments. Customers experience it differently depending on things like confidence, access to digital tools and how supported they feel, so it’s important the process is clear, manageable and reassuring. Customers want to understand what’s changing, why it’s happening, and to know help is there if they need it.
Using this feedback, we changed our approach this year. Information was easier to access, clearer to understand, and better connected to the teams who could help straight away. We also thought carefully about when information was shared and how it was written, making it simpler to find answers and reducing confusion.
Customers could choose how to get support, whether through online accounts, chat, WhatsApp or non digital routes, so they could engage in a way that works best for them.
Rent review only happens once a year, but it shows how listening to customers helps us make small, practical changes that improve the overall experience.
Customer contact via online channels: the last year at a glance
Use of our online services and self-help digital tools continues to grow, with 84% of customer contacts involving a digital tool, such as the online account or a knowledge article. In addition, 58% of service requests are submitted through digital channels, including raising repairs online or contacting us via live chat. These interactions often combine digital with colleague support, helping to streamline processes and free up capacity to focus on more complex needs.
70% of our customer households now have an online account, online chat sessions have nearly tripled since last year and logins to the online account rose by 57%.
VIVID Plus
VIVID Plus provides support and opportunities for customers and the communities where they live. We offer and invest in tailored support around customers' tenancies when they need it, and projects to make local communities better places to be.
Here are just a few things VIVID Plus has been supporting over the last year:
