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Our customer contact centre receives around 750,000 contacts across our phone lines and digital channels every year. It’s vital that our front-line advisors are providing quality customer service for our residents, and to do this they must have the knowledge and resources to answer queries first time.

We understand some of our services aren’t yet reaching the levels we’d like, or our residents expect. We’re making progress and working closely with residents to ensure we’re continually focused on what matters most to you.

• We’ve significantly increased resources in areas such as repairs, maintenance, and complaint handling.
• We’ve increased our investment in existing homes and improving energy efficiency.
• We’ll have integrated most of our resident facing systems by 2024 and completed full integration by Summer 2025.

You can read more about the specific improvements we’re making to our services below.  We’re moving forward together.

Our Resident Scrutiny Panel is a diverse group of residents who carry out detailed reviews of our services, sharing recommendations to help us improve.

In May 2024, the panel reviewed our Resident Involvement programme, with a focus on tenant and resident associations (TRA).

Customise your learning based on your interests. TPAS, The National Housing Federation, Four Million Homes, and HQN offer free training throughout the year. Explore their opportunities and those from other organisations.