Our Customer Experience Team is the first point of contact for dealing with all incoming phone calls and visitors to our office. The team offers advice, support and aims to resolve all housing queries raised by our residents.
However, just as important, the team is responsible for leading Rosebery’s approach to ensuring that our residents are at the ‘heart of everything that we do’ by offering a number of opportunities for residents to get involved, to influence the development of our services through direct and indirect feedback. This is achieved through the co-ordination of a number of engagement activities, which includes mystery shopping, resident scrutiny, the management and learning from complaints and analysing customer satisfaction data.
This month along with a number of other housing associations we have teamed up with the National Housing Federation, who have launched a new project to help build a stronger relationship between housing associations and their tenants called ‘Together with tenants’. The project sets out a plan to build a more collaborative, balanced relationship between housing associations and their residents, so they can influence and have choice in the services they receive. If you are interested to get involved, you can find out more information about the project here: Together with Tenants | National Housing Federation, we encourage all our residents to take a look and add any opinions that you may have.