Focus on customer service

Our customers must be at the heart of everything we do as an industry and the sector is rightly being pushed to ensure housing associations look after their customers. This has become even more important amid the current challenges facing the country.

This is why I’m delighted we’ve taken the next step on our transformation journey by joining other like minded organisations as members of the Institute of Customer Service.

This week, in what is National Customer Service week, we’re showcasing some of the fantastic work our teams do every day to support our customers. From arranging welfare calls to over 1,000 customers during lockdown, providing more than 700 people with access to the right debt and benefit advice to helping 273 people put food on the table with support from local foodbanks – our teams go out of their way to help where they can.

So, we’re taking the time this week to say thank you to our teams for the amazing work they do every day. With over 90,000 customers no two days are the same and I’m incredibly proud of the continued professionalism, dedication and commitment shown by our people.

With customer expectations rising it’s important that we continue to deliver the services our customers need, both now and into the future. This means ensuring their voices, ideas and interests continue to be reflected in everything we do. We are committed to ensuring wider diversity in our involvedcustomer groups and we will make it even easier for our customers to share their opinions and shape the services we deliver through our Customer Services strategy.

Our membership with the Institute of Customer Service will underpin the work we do, as well as shape how we move good customer service to great customer service by focusing on people-centred customer experience and digital workplace innovation. 

There is lots to do over the next five years and we plan to take our colleagues and customers with us every step of the way.

Emma O’Shea, Group customer services director, Aster Group

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