Our 2030 Strategy sets out our ambition to deliver amongst the best customer experience of any housing association in the country. To help us realise this ambition we launched Everyday Excellence, a five-year transformation programme that turns the principles of what we want to achieve into actions.
Everyday Excellence defines our guiding principles for embedding operational excellence, skills and capabilities that will drive continuous improvement, so that our processes and service standards are always relevant and aligned to customer expectations. This continuous improvement ethos will sustain the high-quality delivery of excellent customer experience and establish our leading position by 2030.
Under Everyday Excellence, we are significantly investing in technology, data infrastructure, and people and capability, along with increasing localised delivery via the creation of seven regions, and the launch of an omnichannel customer experience. It reshapes how we work, putting in place the right structures, culture and capability, systems, processes, and technology, to ensure every area of the organisation has a laser-sharp focus on our customers’ priorities and enable us to be more consistent at being great social landlord.
It includes a series of largescale projects that will transform and modernise our operating model and customer journeys, enabled by new and more powerful technology with clear operating structures and accountability taking decision making closer to customers, delivered by skilled and passionate colleagues.
Under Everyday Excellence we are working to:
- Redefine our customer journeys to ensure they deliver what our customers value most from us and in a way that is simple, inclusive, accessible and clear
- Build our business processes to ensure we get it right first time every time
- Invest in technology and data ensuring customers can engage with us how and when they want, with an omnichannel solution removing failure demand and enabling us to deliver a personal experience for customers every time
- Shape and support our teams to effectively deliver, with decision making moved closer to those who know our customers best
- Invest in and reward capability, ensuring our colleagues feel confident and able to do the right thing, with the skills they need to excel in a job they love.
But this isn’t a transformation we can achieve on our own and our partners have a huge part to play. We want to work together so that everyone involved in delivering our services can play their part in creating a better experience for our customers.