We act by:
- Resolving things first-time and, if we can’t, taking ownership and keeping our customers informed
- Publishing our performance in an open and honest way
- Ensuring the whole business is accountable for the experience of our customers
Resolving things first time and taking ownership if we can't
Over 18,000 responsive repairs
completed in the last year.
Reliable internal systems
help us keep track of tasks.
We have a network of partners
who we work with for specialised tasks.
Publishing our performance in an open and honest way
We publish our customer partnership board
meeting minutes on our website.
Annual strategic and financial reports
are available to read on our website.
Business update given at
every customer partnership event.
Ensuring the whole business is accountable for the experience of our customers
Dedicated service and business
Our office-based colleagues focus
on helping our frontline teams.
Internal processes make all colleagues
responsible for our customer experience.