Month 2 of Our Customer Experience Dashboard is Live!

Our Customer Service Standards are the commitment we make to everyone who lives in a property we manage. To bring these promises to life, we’ve developed a quick monthly snapshot so you can see how we’re doing.

David Foxcroft, Head of Customer Experience, said, “This is the second month we have published our new Experience Scorecard. We want to show how we are doing against the commitments we have made in our Service Standards, share when things have gone well and be clear on how we’re learning. That way you, as a resident in one of our houses, can hold us accountable. We will continue to be honest about how we’re doing and develop this throughout the year.’

 

Here’s how we delivered in May:

100% of calls to our Customer Hub resolved first time

95% of residents have an active MyAccount

93% satisfied with allocations and property condition

67% satisfied with their most recent repair

73% satisfied with planned improvements

We’re proud of the progress—and we’re listening . Your feedback helps us improve every day .