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We work closely with you, our customers, to make positive changes and improve our services. Our goal is to ensure that you’re at the centre of everything we do, influencing the services you receive and the decisions that affect your homes and communities.
We’re committed to listening to and acting on your feedback. Here are some examples of how you’ve helped shape our services.
We've been working with over 600 customers through surveys and online webinars to gather your thoughts on our contact methods and find areas to improve.
What you’ve asked for:
More information on how to use our contact methods – to help you feel more confident using them and to get things done faster
Information about the busiest and quietest times to contact us – to help you choose when’s best for to get in touch
Easier ways to initiate new enquiries via the online account - so you can start a new query anytime, anywhere, without needing to call
What we’ve done:
Promoted our contact methods and online account on our social media and in our customer newsletter
Created 'how to' videos for our online account and contact methods
Added information about our busiest times to the Contact us page on our website
Updated our chat and WhatsApp, so you can now create a general enquiry, instead of selecting from pre-set options. Watch this video to find out more about using WhatsApp
Added instructions to the ‘case management’ section of your online account, to help you log enquiries using the chat function
Simplified our phone options so it’s easier to connect to an advisor who has the right skills to resolve your enquiry
You’ve helped shape exciting new features on our online account. Watch this video to find out more.
Want to help shape our services? Visit the get involved page.
Get involved