Customer Annual Review 2017 Customer Annual Review - Page 14

Your How we’ve performed for you involvement Firstly, we’d just like to say a massive thank you. Over the last year we’ve embarked on our largest feedback programme to date which has resulted in more than 7,200 of you telling us what you think of us, your homes and the services we provide. It’s so important that you keep telling us how you feel as your feedback drives improvements in everything that we do. It could be our repairs service, the conditi on of your home when you move in or the way you feel about your neighbourhood – no matt er what it is we’d love to hear from you. That’s why we’ve made it easy for you to share your experiences with us. Whether you prefer to contact us over the phone, by email, via our website, face-to-face or through social media there’s a way that suits everyone and you’ll fi nd more about this on page 20. ? Did you know that you can see the results of your feedback in the performance hub on our website? Every three months we publish a new report highlighting some of the issues you’ve raised and detailing how you feel we’re doing for you and what we’re doing about the things you’ve told us about. Take a look at the latest report here. We’ve been working hard to conti nually improve our website to be able to off er the kind of service you expect from us. Over the last year we’ve seen a huge increase in the amount of you visiti ng us online with over 63,000 more visits compared to the previous year. We conti nue to work on our online off er as we understand that you expect access to a website that works for you and allows you to do things like check your balance, make a payment or report a repair 24 hours a day. Last year we told you that we’d be looking to improve the ‘your account’ area and we’ve been doing just that. We’ve seen more and more of you going online to check rent balances, make payments and report repairs and we now have around 8,000 live online accounts. Bearing in mind we have nearly 30,000 homes we’re sti ll a long way short of where we’d like to be – but there are a few changes coming our way that will hopefully push these plans forward. You can read more about this in the ‘looking forward’ secti on on page 22. 14 CUSTOMER ANNUAL REVIEW 2017 Through the everyday conversati ons we’ve been having with you, we have been able to fi nd out more about you, your circumstances and what’s important to you. As we get to know more of you bett er, this informal involvement will ensure that each and every one of you receives a service that is right for you. Our Customer and Communiti es Network told us that you want to move into a quality home when it’s ready, and this was backed up by your feedback too. This has prompted us to change the way we do things before a new customer moves into one of our homes. We now ti le bathrooms and fi t showers, extractor fans and trickle vents. We’ve also invested in improving the fi nal clean of our homes before they are let and have done more work around managing damp and condensati on. Because of this, 98% of you say that you would recommend our moving in service to a friend – that’s up from 95% last year.