Customer Strategy - your chance to influence!
HHS Customer Strategy 2025-28
Back in 2022 we launched our Customer Charterwhich set out our commitment to you and what you can expect from us. You can find the Customer Charter here: Charter
Now we want to build on these commitments and develop our 2025-2028 Customer Strategy that will outline our approach for the next 3 years.
We need your help and feedback to do that!
Before we launch our 2025-28 Customer Strategy, we are keen to hear what you think about our proposed approach.
Fill in the form on the right of this page to let us know your views!
Alternatively you can call us on 0300 303 5770 or email info@hhs.org.uk
We think this Customer Strategy should focus on 3 key themes:
1. Our customer service offer
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- Our Commitment: to make sure we offer good, consistent and reliable services that make best use of technology to enhance the customer experience.
- We want to be known for great customer service
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2. Customer engagement, feedback and influence
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- Our Commitment: to make sure we offer a range of ways that customers can share their experience with us, that helps us to learn and improve through feedback
- We want customers to feel their views are listened to and acted upon
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3. Customer support
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- Our Commitment: to make sure the support we offer our customers meets their needs, enables financial inclusion and can be tailored to support customers with greater requirements to sustain their tenancy
- We want our services to be flexible and to be valued
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Phase 1
We have received feedback from our customers through a range of routes over the last 12 months.
We have heard your feedback via satisfaction surveys carried out after repairs are completed, our annual customer satisfaction perception survey, through complaints, through Your Home, Your Voice listening events and from our Scrutiny Panel, Residents Association, Building Safety & Maintenance Forum and Home-Owners Forum.
You have told us that we need to focus on:
- improving the quality and reliability of our repairs service
- reviewing our approach to customer communications, especially around the repairs service
- improving the quality and cleanliness of communal areas
- re-introducing a cyclical maintenance programme
- sharing more information with our customers about their home
Therefore, these will be our areas of focus during early 2025.
We will share progress updates on these areas via our website and newsletters.
What do you think?
Do you think these are the right areas that we focus on, or do you have other suggestions?
We would like to hear your feedback and ideas, so please share your thoughts with us. You can do this by filling in the form on this page or by speaking to any of our team in person, by calling us on 0300 303 5770 by emailing info@hhs.org.uk or by post.