We are working hard to improve customer experience and deliver great customer service. An important part of this journey is to improve your access to online information and offer more digital services.
In August 2019, we asked customers to complete a digital survey. An impressive 657 customers responded to the survey, providing us with helpful information into how our digital services are used.
- 95% have access to the internet via a computer, tablet or mobile device.
- 86% are confident using the internet
- 14% are not confident using the internet
- 45% preferred to make contact with us via email
- 45% prefer to contact us by telephone
We asked customers, “If we offered services through an online customer portal or our website, would you use them?” The results showed that:
- 56% would review rent accounts
- 52% would review recharges
- 54% would set up a Direct Debit
- 49% would pay rent online
- 61% would report a repair
- 73% would book in a repair
- 72% would complete surveys
Following this positive feedback we will be making improvements to our website and offering customers more digital services. If you have any ideas about this please let us know.