News articles - 2023

Our new customer strategy

Date: 31 August 2023

Thank you to those who participated in our customer strategy consultation. We have listened closely to your feedback and used it to help us create our new customer strategy.

Your responses told us that we must listen and act more quickly to what we’re being told and that customers want a better relationship with us, with more face-to-face contact. The results also highlighted the need for a faster repairs service and well-managed neighbourhoods.


Our new strategy aims to deliver an improved customer experience, and is built around four main themes:


  • A customer-focused culture
  • Trusted, reliable services
  • Listening to our customers
  • Understanding and delivering on customer needs


You can have a read of the full strategy here.