As part of National Customer Service Week, we’re excited to share our new initiative to stay even more connected with you, our valued customers. Your feedback is crucial in helping us understand your experiences and improve our services.
Earlier this year, we partnered with Acuity, a specialist in customer satisfaction surveys, research, and benchmarking for the social housing sector. Together, we aim to collect data every month to regularly check in on how you feel about the services we provide. This initiative is known as our STAR survey (Survey of Tenants and Residents).
Since July, Acuity has been gathering this data, reaching out to 75 of you each month through phone calls. During these calls, you may be asked key questions such as:
- How satisfied are you with your home?
- How do you feel about the repair service?
- Are you happy with the rent you pay?
We now have access to a dashboard that gives us an overview of the results, allowing us to explore the data by home type, age, and more. This insight helps us continuously improve our services. If you provide feedback indicating any dissatisfaction, our dedicated Hubbers will be notified and will ensure your concerns are resolved.
Charlotte Davies, our Customer Service Team Leader, emphasises the importance of this initiative: “We genuinely want to hear from our customers. Your feedback not only helps us understand what we’re doing well but also highlights areas where we can improve. Every call matters!”
In December, we’ll be sending our biannual STAR survey to 3,000 customers. This survey, available both on paper and digitally, will consist of around 30 questions, providing an incredible opportunity for us to gather even more detailed insights from you—on a scale we’ve never tried before.
We are eager to receive your feedback and utilise it to shape our services to better meet your needs. If you have any questions or want to discuss improving customer satisfaction, please reach out, and we’ll be happy to assist you!
