Customer experience

Our customers deserve an excellent customer experience, with a personalised, easy to use service. To meet these and future expectations, we are focusing on our customer’s journey and embracing all the opportunities digital solutions bring.

Our journey so far 

Where we want to be?

  • Create a new digital front door to make sure that the experience and journey for residents is seamless no matter what channel they want to use
  • Make sure that we deliver to accessibility standards and continue to work with our partners to provide access to services for all
  • Commit to put our customers at the heart of service design
  • Our digital design will be led by customer experience and back office processes that support them will be standardised and automated as much as possible
  • Make the most of new engagement and collaboration tools to manage information effectively within the organisation
  • Standardise platforms and processes to make the online journey for all applications, bookings, service request and payments familiar
  • Create a better user experience and use the data we hold to respond and communicate about the services they may need, helping with early interventions where possible