This National Customer Service Week (7 – 11 Oct), we are celebrating what’s been a great year for customer service for us.

This summer, we bagged a prestigious ‘Servicemark’ accreditation from the Institute of Customer Service, something that only a handful of housing associations in the UK can boast. The accreditation recognises our deep-rooted commitment to making a difference in local communities by taking a ‘customer first’ approach.

In support of this customer-focused thinking, we also recently introduced a new way of collecting feedback from customers after they get in touch, making it easier for them to share real-time comments on their experience. As a result, we have received thousands of pieces of feedback over the last six months which is helping us to take decisions about the future of our business.

Claire Higgins, our Chief Executive: “It’s fantastic to hear from so many of our customers on a daily basis about the quality of the service they’ve received. What’s even better is that so many of them are over the moon with the way we’ve handled their enquiries! Personally, I’m deeply interested in the areas where we could do better as it is a key part of our commitment to continually improve the services we offer – a commitment which has been clear in all we’ve achieved in the last 12 months.”

As part of our ever-expanding offer, we started the year with the opening of a brand new health and wellbeing facility in Welland, Peterborough, where residents can access specialist support and counselling through a successful partnership with Insight Healthcare. 2019, also marked the first anniversary of our high street presence, Customer Central. The one-stop shop has proven popular with prospective and existing customers who now have another choice about how to access the services and support they need.  And more recently we launched a brand new mobile friendly website, making it easier for customers to access our service at the touch of a couple of buttons, 24/7.