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Our Commitments to our Customers

We seek value and listen to your views to inform decision making, design our services, improve our customer experience, and benefit our communities.

We’ll always engage with you and take your views into account when developing any new policies or services.

We’ll provide a range of ways for you to share your views, to ensure that every customer is able to engage with us, and have their voice heard.

We’ll regularly share with you, decisions and service improvements that have been made as a result of customer feedback.

As part of our commitment to delivering a great customer experience, we’ll provide transparency on how our customers feel about our service. We’ll ask our customers to rate us on our customer experience key performance indicators (KPIs) – a set of questions that measure what is important to you.

We’ll publish the results in our Customer Annual Review, which means you’ll be able to see how we’re performing, and how our performance changes over time, so you can hold us to account.

Ways to get involved
Making a difference

Our Customer Annual Review sets out what’s been achieved over the last year, but it also reflects what you’ve told us about how we’re providing services.

We want to make every house a home, create thriving communities, and support you to live independent lives.

This insight helps us in our decision-making and will help shape the range of services we offer and the way we provide them.

Take a closer look at our Customer Annual Review in the Our performance section of our website.

InTouch - Our customer newsletter

Stay up to date with our latest news and subscribe to receive our customer newsletter by email. Visit our Contact us page and fill out our online form to give us your email. You can also see what's happening on our Facebook or Twitter page.

You can see the latest version of InTouch by visiting the News section of our website.