This looks at how we can fulfil our aim to ensure that our landlord service meets and exceeds our customer expectations.
Over the next three years this strategy will move us from being a good, to a great landlord.
We'll know we've succeeded when:
Involving more customers in decision-making
Providing excellent services to our customers
Running an efficient landlord service
Customer satisfaction for listening and acting on
customers' views is upper quartile (min. 80%)
Customer satisfaction for enquiries being
dealt with first time is 95%
75% of our enquiries are digital
Satisfaction with the landlord service is upper
quartile (min. 90%)
The average days to let a property is 28 days
Current rent arrears do not exceed £750K
We currently have a housing stock
of 10,000 properties. The majority
are in North Lincolnshire but we also
have properties in Lincolnshire, South
Yorkshire and Nottinghamshire. We
provide homes for around 25,000 people.
We have a number of
ways for our customers
to get involved in helping
us to improve our
services. Our recognised
tenant body, Community
Voice, is an integral
part of our governance
structure and approves
all our customer-facing
We have an
record in delivering
We are working hard to improve
our digital offer and have a
number of online digital options
for tenants and customers
Our 'Rent First'
culture, together with
our excellent benefit
and money advice
services, have led
to our top quartile
current tenant rent
arrears at a time of
from Housing Benefit
to Universal Credit.
Where we want to get to...
Be a great landlord