Customer Service Week: putting customers at the heart of everything we do

As part of National Customer Service Week this week, we’re celebrating our first anniversary working with the Institute of Customer Service.

A busy 12 months

We’ve achieved a lot through our partnership with the Institute of Customer Service and we continue to make improvements to the services we provide to our customers every day.

At the heart of our transformation is the aim of creating a fair and inclusive culture that allows us to deliver a great service for our customers. Our Customer Promises are just one of the ways we’re doing this.

Over the summer our first group of colleagues began training through the Institute of Customer Service. The experience they’ve gained will help us as we continue to develop our customer service offer in coming years. They also made some good contacts through meeting other delegates on the course and will use this network to test new ideas that will help inform our future approach to customer service.

We’re also keen to explore what customer services will look and feel like into the future and recently took part in research carried out by the Institute of Customer Service into the Changing World of Work. The research examines how work culture, environment and practices, particularly in a customer service context, could change in the next five years and the implications for organisations. These valuable insights will allow us all to continue to meet the changing needs of our customers and colleagues now and beyond.

Customer Voice

Our customers play a crucial role in shaping our customer services journey and we’re delighted that more and more are taking the time to engage with us. Last year, over 3,750 customers gave us feedback during our consultations - an increase from around 1,250 in 2019/20, and around 800 in 2018/19.

We continue to work closely with our diverse customer base making it as easy as possible for them to share their feedback with us.

Service with Respect

We’re proud to support the Institute of Customer Service ‘Service with Respect’ campaign. It’s really important that our people have a safe day at work, and that anyone working in a customer facing role is treated with the respect they deserve. 

This includes our customer service heroes who carry out frontline support day in day out, providing safe and well-maintained homes in our communities.

If you’d like to know any more about our approach to customer service, feel free to drop me a line.


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