Welcome to our customer annual report for 2016/17
Our colleagues work hard to provide every single one of our 78,000 customers with a good reliable service, and we’re pleased that in the most part we get it right. With 98% of the 70,399 repair jobs in 2016/17 being completed on time, 90% of all anti-social behaviour cases resolved successfully and 88% of our customers satisfied that their rent provides value for money.
But we know on occasions that there are things that we can do differently to make things even better.
That’s why it’s so important that we hear what you think and why I want to say thank you to everyone who has taken the time to leave a comment, fill in a survey or provide us with feedback over the past year.
I’d also like to say a special thank you to our involved customers, members of the Customer Overview Group, Customer Scrutiny Panel and Customer and Community Network who spend their own time working with us to help us to get it right.
We are a business with a social purpose and we are committed to supporting our local communities and the people living in them. Which is why we think it’s right that we provide local work placements, digital skills training, volunteering, financial advice and a hardship fund for those in greatest need.
At the end of this year, we donated over £20,200 to charity through match funding and 43 of our colleagues took time out of the office to support local community initiatives.
We pledged to provide 40 work placements a year to our customers and we are delighted to say that we exceeded that last year by giving 45 people the opportunity to find out what it’s like to work in our industry. We also supported 13 apprentices as they gain on the job training with us whilst studying for a vocational qualification.
We’ve also looked at how we can improve the support we give to customers around employability, financial and digital skills and have made some internal changes that will enhance the support we provide our customers as the changes to welfare reform come into effect.
We are working hard to really transform the way we interact with our customers and have revised and enhanced the way our contact centre operates.
This isn’t just about making everything digital – we will always take calls from our customers – it’s about changing the way we work to reduce effort and make processes simpler and easier for customers, as well as for us.
We’ve already made lots of changes over the past couple of years – for example moving to one website and introducing My Account. And over the last 12 months we have amalgamated all of our contact centres into just one central contact centre which manages contact from customers through different channels and across the business.
Looking to next year we will continue to find new ways to use technology to support and communicate with our customers but we know that isn’t for everyone, which is why you will still always be able to call us and speak to someone if you need to.
Thank you for reading this year’s annual customer report and if you have any concerns or feedback, I’m always happy to listen.
Jean Dalziel housing, care and support director, Aster Group