This means we’ll be delivering brilliant basics every day. We’ll work to align our processes, technology and culture to make sure that they’re underpinned by customer data and insight about how customers interact with us.
We know this will never be a finished job as the needs of our customers will keep evolving and we’ll have to keep pace.
By engaging widely, not only will our customers know what to expect from us and feel confident that we’ll meet their expectations, we’ll also improve cost effectiveness by getting things right first time more often.
Whether our customers are tenants or owner-occupiers, are people who need support or who don’t, wherever they live, this has to be our goal.
We’ll work with customers to make sure our digital offerings are consistently easy to use. In doing this we won’t abandon the digitally excluded, who we know form a significant minority of customers.
We’ll also measure how easy it is to do business with us so we can continually adapt and improve.
In return we ask that customers take responsibility to manage their tenancy well, with support when needed, by paying their rent, looking after their home and respecting their neighbours, community and our colleagues.
We’ll work on our culture to ensure a focus on working effectively together to do the right thing for customers, with good two-way communication at the heart of this.
Alongside the knowledge and experience of our colleagues, good data will ensure we make good decisions and help us to shape and improve our offer.
