Our performance
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Customer service
- 53,951
- calls
- 47,718
- emails and web forms
- 1 min 25 secs
- average time to answer calls
Technology
£ 750,000 was invested in the past eight years in new systems, modules and solutions to improve our services. This makes us more efficient and provides great data for making decisions such as which homes need better energy efficiency standards and which measures might be best for that property.
We now have a new programme to optimise how we reinvest in homes and modernise customer services through new technology. Our live web chat service is a great example with more than 150 people a month now using it to get the answers they need more quickly and easily.
- XX%
- of you say a Westward advisor was friendly and helpful
- 84%
- of you use MyAccount, our online customer portal
Listening to you
Through the year we’ve had 572 completed customer surveys, visited schemes for our 60th anniversary events and participated in five community festivals.
There are 429 customers participating in customer involvement groups, Our Voice and the customer scrutiny group to shape our work. You can read about all the things we’ve changed as a result here.
Tenant Satisfaction Measures
We use Tenant Satisfaction Measures (TSMs) to understand how we’re doing and where we can improve. These are set by the Regulator of Social Housing.
You can find out more about TSMs and how we use them here.
Governance, viability and consumer standards
We’re proud to have kept our governance (G1) and viability (V1) ratings, and to have achieved the new consumer standard (C1) - all the highest possible.
The regulator uses these checks to monitor how well we’re managing homes, finances and services.
