Many of you will have had a call from
one our feedback advisors over the
last 12 months. Maybe they were
asking about how a repair went, or
whether your home is right for you.
Whatever the reasons for the call, you
will have spoken to either Richard or
Dani so we thought it would be good
to put faces to the names for you.
Here Dani explains why your feedback
is so important to us.
Read about Richard’s experience
since joining the feedback team and
how he’s discovered how important
listening to you is.
If getting
involved with helping
to make decisions
about how we do
things is something that
you’d like to fi nd out more
about, CCN member
Denise Amory-Reid
shares her thoughts on
page 16.
How have we done?
WHAT WE SAID HOW WE DID
ACHIEVED
We aim to increase the number of ti mes
our website is visited year-on-year. More than 326,330 people visited our
website last year – that’s an increase of
nearly 24%.
80% of your enquiries will be resolved at
the fi rst point of contact. 83% of enquiries were resolved at the fi rst
point of contact.
CUSTOMER ANNUAL REVIEW 2017