Our vision of creating great homes together puts customers at the heart of our work. We know that our customers are the reason we exist, and that’s why they are a key focus for our three-year brilliant basics strategy.
Our customers are
who rent a home from us
who buy homes from us
who live in our sheltered homes
who receive specialist support services
we work within our local communities
promise is that we offer homes to be proud of with a choice of
facilities and customer services that are tailored to individuals as
their lives change – and our strategy shows how we’ll be
we modernise and become a true customer focussed business, we will
develop our traditional landlord/tenant relationship into a
partnership based on trust and respect.
are redesigning every service we currently offer to ensure they match
our ambition for our customers and to make sure they deliver value
and quality, and to make sure we can continue to deliver this in the
long term. We’ll be delivering this through our Aspire
also investing in our workforce to make sure that the importance of
great customer service runs through all our teams, whatever their
role. To build trusted relationships with all our customers we’ll
be working together to make sure that we get this right.
know that our customers want us to be easy to deal with. So we’ll
be developing our role in our communities so we’re closer to our
customers. And we’ll have a single point of contact delivering an
excellent customer experience, first time, for our customers. We’ll
also be working with partners to join up our services to make sure
they align and work best for our communities.
who prefer to self-serve, we’re developing online services to help
customers to manage their home and other related services. We’re
linking this to a new digital app to help customers to join up all their Magna
for those customers who don’t have access, the skills or the desire
to get online or self-serve, we’re taking steps to make sure
they still receive the same great service from us, and we’ll find ways to support them to use this technology so they can take advantage if
they want to.
We’re investing in the quality of our homes, with a new Magna home and
community standard. This will focus on the quality of our homes,
communal areas and estates, and makes sure that they are built,
managed and maintained to a consistently high standard. We’ll be
developing this with our customers so we’ll know what’s
We’re also prioritising safety – for our customers, our colleagues and
anyone who works with us. Making sure our homes and our estates are
safe is an important part of creating great places where people
choose to live. We’re adopting a safety-first approach across the
business and will be increasing investment in our homes to deliver
know how important it is to hear from, and act on, the views and
suggestions of our customers. We’re making it easy to get involved
and to share experiences so we can improve our services based on real
customer insight and feedback.
adopted the National Housing Federation’s Together with Tenants
Charter which sets out the standards we’ll be working to and how we
want to be accountable to our customers. By signing up to this we’ve
made a commitment to working with customers to:
Reinvigorate customer engagement;
Be transparent about what customers can expect from us;
Work with customers to put in place ways to check we are delivering what we say we will;
Support customers to hold us to account;
And be open to the challenges that all of this brings.
also making sure that we make it’s easy to let us know when things
don’t go so well. We know we can learn so much from this and our
complaints and this will be an important part of how we learn and
make our services better. We’re reviewing our approach to
complaints, based on feedback and views from our customers.
We know we’re moving in the right direction because we’ve used our
data listened to our customers and developed our strategy to meet
current and future needs.
use information we have through our day-to-day customer contact, as
well as through specific targeted surveys and engagement activities,
to provide us with more detail about our customers and how we can
serve them better, now and in the future.
understand our customers’ individual needs, preferences and
history so we can offer a personalised and consistent customer
experience whenever and however, customers contact us.
have services that are tailored to individuals as their lives
change, such as access to digital services or enhanced services for
customers with disabilities or complex needs.
Having a clear picture of all our customers will also help us target our
communication and engagement activities, using the right channels and
right messages to keep our customers interested and involved in our
passionate about improving customer satisfaction, whatever their
interaction with us.
know that the experience our customers have with us has a big impact on
satisfaction, including the range, quality, cost, speed and
reliability of services, and the helpfulness and competence of our
colleagues. So we’ll be investing in this to make sure that we’ve
got all the right skills and approach to support an excellent
customer experience and to deliver high levels of satisfaction.
graphic shows the current (2021) levels of satisfaction that have
influenced our strategy.
We've ambitious plans and we need to be able to measure our success and
understand how we are improving both our customer experience and our
be measuring performance based on our agreed objectives and we’ll
have more timely and effective reporting so we can be more aware of
how we are doing and make changes quickly based on customer feedback.
customer service standards show clearly what levels of service our
customers can expect. This will important to improve and maintain
high levels of satisfaction with our services and to show our
customers how we’re doing.