1 minute read
Provide services that meet customer needs
from My first document
by Fairhive
Rising customer expectations, together with the digitalisation of services, means our residents want more choice and opportunity to have their say in the way services are run.
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We’re excited with the shift towards digital and will ensure it’s easier for all our residents to contact us and get support. By listening to, and acting on, resident feedback, we can work together to improve services.
With the continued roll out of Universal Credit, we’ll work to find creative solutions to help our residents maximise their income.
We’ll make sure that we provide services that reflect our social purpose and our ambition to grow.
Our goals:
> Listen to, involve and empower our residents.
Measuring our success:
> Customer satisfaction.
> Doing what we say we will.
> Provide high-quality services that meet the needs of our residents.
> Encourage residents to access services independently.
> Shape our services according to resident needs.
> Influential resident involvement.
> Active resident online accounts.
> Empowering residents to succeed.
> Enabling tenancy sustainment.
> Accessible online services.
Working
Run an efficient and effective business
“We’ll continue to build a company where employees are engaged and passionate about what they do. We’ll introduce smarter ways of working by using technology and workplace design – meaning teams can work with the greatest flexibility with minimum constraints.”
Dean Gill | Executive Director of Operations
As technology and innovation moves quickly, we’ll continue to update our IT systems to provide the flexibility and efficiency that our residents and employees need.
The working environment and the expectations of employees and customers are changing. We’ll meet these challenges by continually reviewing our processes and considering how services are delivered. Strong leadership and management are important to us. We’ll make sure we have people with the right skills and resources in the right place at the right time.
Our goals:
> Manage our business effectively and ensure our culture supports our customer centric values.
> Implement a working environment with maximum flexibility and minimum constraints.
> Create a dynamic organisation where employees feel inspired and valued.
Measuring our success:
> Positive stakeholder survey results.
> Meet regulatory standards and codes of governance.
> Employee engagement.
> Improving data management.
> Gain the required finance to support growth.
> Regular reviews on strategy successes and improvements.
> Raise our brand’s profile.
> Subsidiary companies meeting annual performance targets.
> Improve levels of data quality, availability and integrity.
