Always listening, always improving
Customer Voice and Customer Experience Strategy 2025-28
Our Strategy is simple, listening to you - our customers, and using your experiences to shape better services.
Take a look at our full strategy using the link below. This will open a PDF document.
A snapshot into our Strategy
This document sets out how we’re strengthening the customer voice and improving customer experience (CX) across all our services.
It’s about making sure your feedback leads to real change - improving communication, resolving issues effectively, and building a relationship based on trust and respect.
- Deliver timely, clear, and personalised communication that matches your preferences and needs.
- Make it easy and accessible for you to provide feedback.
- Use your up-to-date data to improve quality and efficiency of services that get things right the first time.
- Make our complaint resolution process more responsive, empathetic and create a culture of learning lessons from our mistakes.
- Foster a culture where customer insight drives continuous improvement.
- Ensure all communication is appropriate, relevant, and easy to understand.
- We will assess and tailor communication to ensure our customers receive the right information, in the right format, at the right time.
- We will provide training for colleagues and embed
engagement in everything we do.
Insight, Data and Co-Creation
Customer data and feedback play a crucial role in shaping services across the Trust, influencing every theme of this strategy and guide the decisions we make. This insight helps us to better understand you, our wider customer base and communities, needs, circumstances, and preferences.
We want to hear from you in ways that suit you. Here’s how you can get involved:
- Any interaction you have with us including booking a repair or
speaking to us about your tenancy. - Join our resident panels or scrutiny groups to shape big decisions.
- Take part in quick surveys (online, by phone, paper copies, or text).
- Attend local events or community meetings.
- Give us feedback via social media, our website, or over the phone.
- Share your story - we want to hear your experiences, good or bad.
