Welcome to our
Customer Annual Review 2023/24
We are committed to providing consistent and reliable services, to deliver the outcomes that really matter to you.
Over the year, we’ve welcomed over 3,000 new customers, made it simpler and easier for customers to contact us and access our services, and invested £87.5m to maintain and improve the standard of homes.
We're developing our services to improve customer experience and build trust and confidence in everything we do. We're listening carefully to you so you can influence both what we do and how we do it. We've co-created a new customer influence strategy to build on the strong foundations we have in place.
Your voice matters - your families, your homes and your communities are what shapes us as a business.
This report has been created with the support and opinions of customers, who have given us their views on the content and have written articles that they felt covered topics that mattered to them and it is in their own words.
This year we're reporting our performance statistics based on the new Tenant Satisfaction Measures, introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services, and centred around five themes. These measures make us accountable, and show how we're performing against what really matters.
The year at a glance....
customer contacts received by customer experience team
responsive repairs in your homes
involved customers
Invested
estate inspections
Secured
of income for customers *
*Secured £10.3 million income for customers made up of ongoing and backdated awards of benefit, including giving advice to customers with new tenancies
Margaret Dodwell,
Chief Operating Officer
We're committed to developing our services to improve everyone's customer experience, and build trust and confidence in everything we do.
