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Improving your experience

 

We’re committed to improving the way we offer services and support to our customers.

That’s why we’re putting you at the heart of ñNTR, by involving you in the way we shape our services, to make sure they are meaningful and effective.

You can share your views on our services by joining our Customer Partnership Panel (CPP) or Virtual Customer Panel (VCP), depending on the type of involvement that suits you best.

We will also ask you to share your views of our services by completing surveys. This could be after you have received a repair, or other service, or you could be selected at random and contacted by Acuity, our contractor, to complete a perception survey.

We are now required by the Regulator of Social ñNTR to report on, and publish, the results of these perception surveys. These are known as the Tenant Satisfaction Measures (TSMs), which show how we are performing and how satisfied our customers are across a range of areas.

Listening to all this feedback is important, but acting on it is the key to improving your experience. You can see all the service improvements we have been making, thanks to your feedback, on our You Said, We’re Doing page.

Sometimes things can still go wrong and our services can fall short of your expectations but if this happens, we want to hear from you.

Our customer advocacy team will work with you to put right what has gone wrong, wherever possible. They will also make sure all necessary learning takes place and services are improved as a result of your complaint.

Our Customer Engagement Strategy sets out how we are putting you at the heart of our work to help us deliver a service that meets – or exceeds – your expectations. To learn more, you can read our strategy.

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