As we work towards creating an inclusive environment for customers, where everyone has access to the same opportunities, we may need to consider customers’ needs and make a reasonable adjustment to our service.
This is the right thing to do and is part of us delivering excellent customers services to you.
By knowing who customers are and using the data and insight available we can offer a more inclusive service to benefit the needs of the individual or family.
We recently helped Naima*, one of our tenants, through some works on her house. She found the way we were communicating with her quite difficult because of her neurodiversity. She would often speak to different colleagues who might explain things in slightly different ways. Our Asset Management team realised it would be a lot easier for the tenant to have one point of contact so they could build rapport and explain things in a consistent way.
Having one colleague as a direct point of contact meant Naima could ask questions about elements of the works she wasn’t sure about, as they had built that relationship. It also meant the colleague was more aware of how to communicate with Naima too!
We are currently contacting tenants by phone to ask some questions which will help us to collect update information. This includes asking you about how you would like us to communicate with you, whether that is by phone, in person, or any other support you might need. A colleague from our Customer Connect Hub will guide you through the questions. You can find out more about this here. (link to page on website).
*Names have been changed to protect privacy
