Commitment 1
Residents
To deliver services shaped by residents, providing a positive resident experience.
This year’s projects
Customer Contact Centre
We'll continue to improve our Customer Contact Centre, so residents get the help and advice they need more quickly and easily.
This includes:
- Developing the skills of our customer service advisors to deal with more housing management queries and resolving issues first time.
- Introducing a new telephone system to provide a more reliable service, improve notetaking and give us a better understanding of the types of calls and queries we get, to support staff training.
Success looks like: 5% improvement in satisfaction of “handling query” and “outcome of query” as measured through the quarterly resident satisfaction surveys.
Customer portal
We'll work closely with residents to create a new self-service customer portal, introducing features that meet their priorities, with further improvements developed alongside residents in the future.
Success looks like: Phase 1 of the portal complete following resident co-design.
The Renters’ Rights Act compliance
We’ll develop an action plan to make sure we meet the requirements of the Renters’ Rights Act, which helps make renting fairer, more secure and transparent for residents.
Success looks like: Gap analysis completed and action plan detailing all affected tenancy types, policy and procedure changes and resident communication requirements, presented to board.
Customer needs review
We'll continue to collect information about our residents’ needs and preferences so we can provide services that are tailored to them. By improving the information we hold and spotting patterns across different resident groups, we can better understand how our services are working and make changes to ensure everyone gets the right support.
Success looks like: Maintaining resident data records at or above 70%. Reports presented to the People and Governance Committee on resident demographics, service adaptations, and trends in complaints, satisfaction, repairs and anti-social behaviour.
Social Tenant Access to Information Requirements (STAIRs)
We'll make sure we're ready for the new legislation coming into effect in October 2026. The Social Tenant Access to Information Requirements (STAIRs) helps to provide residents with clearer information and greater transparency.
Success looks like: Phase 1 completed by October 2026, which includes data published to website and residents informed of the new legislation, and be on target to respond to STAIRs related requests by April 2026.
Success looks like: Phase 1 completed by October 2026, which includes data published to website and residents informed of the new legislation, and be on target to respond to STAIRs related requests by April 2026.