Launch of our new Customer Experience strategy

Hello, I’m Niki Stockton the Director of Customer Experience here at South Lakes Housing (SLH).  

I joined SLH back in May of this year and one of my first objectives was to drive forward our Customer First approach to recalibrate our relationship with customers and communities to ensure that the customer experience and outcomes are exceptional.  

Today I’m please to say that we are launching our new Customer Experience Strategy. Everyone at SLH including our Board and Leadership Team are committed to putting customers first and providing an excellent customer experience to ensure we make every contact count.  

Our strategy provides the framework for putting customers first, ensuring we listen to and hear the voice of customers, treat customers with fairness and respect and continue to improve the customer experience and satisfaction with our homes and services. You, our customers have helped to shape this strategy through consultation with our involved residents and feedback through surveys. 

SLH has recently undergone an organisational redesign, this new structure provides further investment in the customer experience. Through the redesign the creation of two new roles of Customer First Manager and Customer Insight Partner, which together with the Customer Engagement Partner will support us to focus on the customer experience, listen to our customers’ voice, understand our customers better and engage customers in how we continue to improve.  

We have recently commissioned MGI learning to help us to continue to transform our customer experience by implementing the Mindset, Language & Actions Toolkit. They are reviewing our business strategy and engaging with colleagues and customers in developing a training programme to improve communication, support us to empower colleagues to take ownership and responsibility and to focus on what we can do working in partnership with our customers, communities and partners to deliver our vision of providing “Quality homes, a platform for life”.  

 You can view a copy of the Customer Experience Strategy here 

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