Hi, I’m Marie. I lead our Customer Connect Hub — the team tenants speak to when you get in touch with us. 

We know that contacting us doesn’t always happen at an easy time. It’s usually because something isn’t right or a tenant needs help with something important, so that first conversation really matters. 

Every day, we support tenants by listening and understanding what they need and helping them get the right support. 

By listening and learning from what tenants tell us, we’re continuing to improve how we work — building on what’s working and focusing on where we can do better. 

Over the past year, we’ve supported tenants by: 

• Handling 167,484 calls and 46,072 emails 
• Supporting 3,608 webchat conversations 
• Making 7,070 proactive calls 
• Supporting 7,239 payments and setting up 696 direct debits 
• Checking over 45,000 tenant records reviewed 

We also work closely with internal teams and partner organisations to make sure enquiries are resolved and followed through. 

This helps to: 

• Reduce delays 
• Improve access to the right support 
• Provide a more joined-up service 
• Strengthen partnership working 

A big part of our role is being there when it matters most. 

Recently, one of our colleagues supported a tenant who was struggling with essential living costs. By taking the time to listen and understand what they were going through, they worked with local partners to arrange emergency support. 

This meant the tenant could access help at a critical time and feel more secure. 

This is the kind of support we provide every day. 

If you would like to read more about this, click here. 

I’m really proud of the work the team has done this year. 

We know we haven’t always got this right, by listening and learning from what tenants tell us, we’re continuing to improve how we work — building on what’s working and focusing on where we can do better.