Our promise: we will make every effort to resolve issues when they are raised to the tenant’s satisfaction.
Our metrics: the percentage of complaints answered in time, and the percentage of tenants who believe their query was resolved today.
We have introduced a new set of Customer Promises, which we co-created with our tenants, and which are based on our customer service framework called RAMP.
RAMP stands for: Resolve issues, Adapt our service, Make it easy and Proactive communication.
Our new Customer Promises will help tenants hold us to account as their landlord and reassure them that we are delivering high-quality services.
How RAMP is aligned with our Customer Promises
Our promise: We will adapt to deliver a supportive service, treating everyone fairly and considering their individual needs.
Our metrics: the percentage of tenants who feel treated fairly and with respect, and the percentage of equality and diversity data we hold about our tenants.
Our promise: We will make it easy for tenants in all aspects of service delivery.
Our metrics: the percentage of overall satisfaction with us as a landlord, along with the percentage of satisfaction with our repairs service.
Our promise: we will be proactive in our communication, being patient, genuine, approachable, and managing expectations. We will say what we will do and by when.
Our metrics: the percentage of tenants who feel we listen to their views and act upon them, and the percentage of calls that could have been avoided if resolved first time.
Tell us what you think
Let us know if you know how we can provide better services or improve how we do things.
We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.
They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.
Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.