Resident Voice
We know that our residents want choice and opportunity to have their say. We will make it easier for them to talk to us about the issues that are important to them as well as ensure we’re doing what we said we would.
To be successful, we need to understand who our customers are, this means we can better support their needs and aspirations, whilst still providing services that reflect our social purpose.
By focussing on providing pro-active services, aiming to get things right first time, we need to work with residents and find solutions to help maximise their incomes and sustain their tenancies.
“The landlord resident relationship should to be one of mutual respect, showcasing transparency and cooperation, as set out in the new consumer standards. We support these expectations, that is why our residents can expect more choice and opportunity to have their say in the way our services are delivered. We recognise how we deliver this will be a key measure of our success over the next five years.” Heledd Williams, Assistant Director of Housing
Our Ambition for 2030
Engagement – we will ensure that all of our residents have the ability to be involved with us in a manner that suits them, and that our scrutiny arrangements make a positive impact on the services we deliver.
Communication – we aim to expand our self-service offering making sure that our residents who want to, can contact us at a time that suits them. We will embrace all forms of communication, to make it easier for our residents to use their preferred choice, and through the development of a two-way communication guide, our residents will receive a consistently high quality service when they contact us.
Services – we will ensure that we understand the demand on our services and where we can improve them to provide a ‘right first time’ approach.
Data – we will understand who lives in our properties, communicate with our residents and establish systems that allow us to keep data up to date. We aim to understand our residents’ diverse needs to ensure that the outcomes of the services we deliver are fair and equitable.
Measuring Success
Customer satisfaction – having high customer satisfaction demonstrating our understanding of customer needs and expectations.
Doing what we say we will – being truly accountable and transparent in our service delivery; where industry experts endorse that we are delivering best practice.
Influential resident involvement – having a wide range of opinions and lived experiences to create services that are as diverse as possible.
Empowering residents to succeed – understand the diverse needs of our residents so they can access and get help that’s available.
Enabling tenancy sustainment – proactively supporting residents to keep their homes.
Accessible online services – providing opportunities to self-serve and harnessing new technologies to improve customer experience.
