We’re transforming the way we work to give you, our residents, a better experience!
Through our ambitious Transform Together (TT) programme, over the next couple of years we’re rethinking how we deliver our services to you, taking into account the individual needs of residents, and will be redesigning processes and services to give you a better experience.
And you can be assured that transformation doesn’t mean moving everything online; it rethinks how things are done to make them smarter and faster, putting residents at the heart of what we do.
What do we mean by resident experience?
Resident experience is the impression someone gets when they contact us or use one of our services, such as reporting a repair, paying rent, enquiring about a home or reporting anti-social behaviour. Our TT programme aims to give you a better experience by making our services even easier to access, and better suited to your needs.
Why are we doing this now?
The pace of change is fast and getting faster in our daily lives, with many of us now used to things like banking, shopping and making bookings online.
We’ve listened to your feedback, and we know that this changing world means the expectations of a lot of our residents have also changed. You’ve told us you would like services that feel more seamless, are more responsive and are designed to fit around your lives more.
We agree! That’s why we’ve launched TT, to improve how you contact and interact with us, and how we deliver services that feel more tailored to you.
This is how your future resident experience could look:
Your home, your schedule
We want to make sure we’re truly putting you at the heart of everything we do. That means we’re aiming to improve how we deliver responsive services like repairs so that they fit more around you.
Connecting what matters
We’re aiming to improve our systems so that you will only have to tell us something once, using whatever method suits you whether that’s calling us, telling a colleagues that’s visiting you, making a report online or another way, and you’ll be able to track progress more easily too.
Digital when you want it, human when you need it
Some residents want and expect some sort of digital ‘self-serve’ option, so we will look at improving online channels like our Residents’ Portal to make them work even better for you.
Giving you a choice is really important to us, and we know it is to you, so we'll also be enhancing our non-digital channels and services. Accessing services digitally will be an extra option, not the only option.
Better services and more time for you
Making improvements to services will have the added benefit of freeing up more time for colleagues so that they spend less time on routine tasks that could be automated, and more time supporting you, our residents!
I’d like to be involved. Is this possible?
Yes - the clue is in the programme name! We aim to transform our services together with you, our residents. The programme is all about putting residents at the heart of everything we do, so we’ll be inviting feedback from residents every step of the way, and in a lot of different ways, to really help us shape how the future looks.
If you would like to be involved please click here to complete a simple form.