Transforming Customer Experience and Digital Services
Providing a brilliant customer experience is in everything that we do, and we are committed to transforming customer services by listening and acting on customer feedback and using customer data to design and deliver modern digital services.
We know you expect services that are accessible, responsive, and easy to use, and during the year we worked on providing self-serve facilities so you can access services at your convenience in a place, and at a time that suits you. During 2021/22 we were available to you 24/7 and dealt with almost 245,000 transactions. 171,000 of these transactions were made digitally.
We will always try to answer queries at the first point of contact, and when this is not possible, we will let you know who will be dealing with your query and provide updates until the query is resolved. More local offers.
In 2021/22; we resolved 82% of customer enquiries at First Point of Contact. Where we could not answer the initial enquiry, we contacted 84% (16,274) of customers within two working days to give an update.
In 2021/22 you responded positively to improvements in our digital communication channels and complaints handling. You have told us that you feel you are listened to and your views are acted upon. We have responded quickly to your feedback to target service improvements in areas you have prioritised and throughout this annual report we have provided examples of where this has impacted on the way we have delivered services.
We have increased our digital services through improving our website content which provides a better experience and delivers online self-service. 2021/22 saw an increase in active users registered on the self-service portal and the introduction of a new customer experience platform which will help us deliver a better digital customer experience.
We value what you have to say to us, and we will always be polite to you. We will give you clear information about what to do if you are not happy with our services and use your feedback to make improvements. More local offers.
We listened
You told us it would be helpful to have weekend and evening repairs and be alerted when an operative is on the way to complete your repair.
We acted
We introduced weekend and evening appointments and the Livin Works live appointment tracker so you can see when we are expected to arrive at your home, meaning more convenience for you.
We listened
You wanted us to explain how to get repairs for damp and mould completed quickly.
We acted
We invited you to join us in scrutinising our damp and mould repair service. Together we:
- Developed a new script for our contact centre to identify what action was needed to treat and stop damp and mould
- Produced a new information leaflet with tips to help you identify different types of damp and how to treat it
We also identified homes that had more than two reports of damp and visited to make sure that it had been treated.
We are required by the regulator to complete a self-assessment against the Housing Ombudsman Complaints Handling Code. You can see our latest assessment by clicking the link below.
You also have the right to contact the Housing Ombudsman if you’re not happy with the final response from us.
Your voice
