Making every customer experience amazing, every time
We continue to maintain our emphasis on being a Customer Service Business. In 2016/17 we involved our customers in redesigning our services to make sure what we offer is accessible and what we do is delivered right first time. We introduced new technology so we can be more responsive to customers’ needs.
In 2016/17 we:
- Introduced our Service Style, created with customers – it’s about who we are and how we do things. Our Remarkable Writing training is changing the way we communicate with customers, so our letters are clearer and more straightforward.
- Implemented new technology – we designed and built our new Customer Relationship Management system, redesigned our website, and introduced Live Chat as another way for our customers to contact us.
- Grew our in-house maintenance service – Guinness Property’s coverage now extends to 70% of our homes. We completed 83% of repairs on the first visit, leading to satisfaction rates of 90% for responsive repairs, and we attained 93% for planned works.
- Enabled customers to access £2.6 million of income and £4.4 million of housing benefit through the work of our Financial Inclusion Team.
- Helped 256 customers with support from our hardship fund.
- Developed our vision for housing for older people – shifting our emphasis so we better celebrate and embrace the opportunities that exist for older people.
- Created our new Customer Experience Team – the new function has increased our capacity to draw insight from customer data to improve services and increase customer satisfaction.
- Set up a Customer Procurement Panel – customers helped us procure our new Heat and Hot Water maintenance contractors as well as our online repairs booking tool. Their input provides assurance that the products and services we buy meet customer expectations.
- Extended our work to support customers with dementia – we now have 1,030 dementia friends across Guinness and have signed up to the Dementia Friendly Housing Charter. We refurbished the Jubilee Centre in Waterlooville, Havant, to create a dementia-friendly community facility.