We want to provide good homes and services for our customers

We completed the latest RSP review into Voids and Lettings in May, finalising our action plan for how we will improve the service following the panel's recommendations.

We also continued to work through the action plan from the RSP review into how customers can access our services and and the steps we take to prioritise customers according to their needs.

You can read both action plans and find out more about progress against them here.

The Customer Standards Group continued to review the performance information you find here, exploring themes and trends with senior managers and gaining assurance on actions being taken to improve.

Members of the Building Safety Group helped us to review our spring building safety updates which are issued to all customers with important information and advice.

Their suggestions and recommendations will now be used to improve our autumn updates when they are shared later this year, with the aim of making them more appealing and accessible to customers.

We gained customer insight and feedback on our Asset Management Policy, Home Move Allocations Policy, Void Policy, Management Move Policy and Local Lettings Policies for different buildings.

Our Customer Communications Group provided feedback on our April rent statement and newsletter which is shared with all customers.

They also helped to create our new Good Neighbour Toolkit - which you can read here - which is designed to encourage customers to be considerate and respectful neighbours, building safer and stronger communities.

Feedback and learnings from complaints was incorporated via our ongoing transformation projects centred on improving customer experience and our repairs improvement project.

This includes moving both teams to an  'area based' model to make our teams more visible and approachable in the neighbourhoods we serve. This is something we have heard through customer feedback via many different channels in recent months.

This new way of working also helps our colleagues to develop stronger relationships and build up knowledge of the homes and customers in their area.

Aside from these two major transformation projects, complaints learning and actions this year have included:

• Introducing an anti-social behaviour checklist for our customer service team to help us capture as much information about the situation as possible at the first point of contact.
• Carrying out refresher training for planners who manage repairs and trades' diaries to ensure maximum efficiency - ultimately helping jobs to be completed more quickly for customers.
• A process change when inspector jobs are booked in which highlights the time required on a job - helping to ensure they have enough time to complete all the necessary steps. This reduces the risk of follow on appointments being needed and is therefore more efficient and convenient for customers.
• Sharing information with customers about the impact of adverse weather on our repairs service, which you can read here on our website. This helps customers understand what to expect in periods of extreme weather.
• Updating a procedure in the rents administration process to make it clearer and more transparent for customers.