Customer Service & Engagement Strategy

Our five-year Customer Service & Engagement Strategy was launched in July 2022. The vision for this strategy is:

This Strategy is also supported by a five-year Delivery Plan. Progress is monitored by both our Board and the Audit & Risk Committee.

There are currently 25 actions in the plan, including actions such as:

• Continuing to increase the choice of communications channels available to residents, including a new digital service offer for residents

• Resolving as many customer enquiries as possible at the first point of contact

• Continuing to involve residents in helping us to shape and improve our service at every opportunity

• Providing further opportunities for Board Members to engage with residents and frontline services directly

We are pleased to report that all of the 21 actions which were due to be completed in 2022/23 are either complete or completed and on-going.

The Delivery Plan is a ‘living’ document that we will keep reviewing and updating, with resident and stakeholder feedback, including making sure we are prepared for the future changes in Consumer Regulation, best practice, and new innovation.