With the variety of services we offer, we have a range of customers - people who rent homes from us, buy homes from us, people who live in our sheltered homes, people who receive additional support and those we work with in our community.
So we decided that just calling everyone tenants or residents no longer reflects the relationship we have and the expectations they have of us. Making sure that we think about them as customers means that we’re adopting all those great practices that good customer focused organisations have as standard.
We’re a customer centred business, passionate about creating great homes and about delivering a great customer experience, so for us it was clear how we needed to update our language and our focus. It’s now becoming part of how we work and more importantly why we do what we do.