Our brand-new Customer Strategy is live – and it’s all about you.
Over the past year, we’ve listened carefully to what matters most to you, our customers. From surveys and satisfaction results, community engagement activities, complaints and our Big Listen project, you’ve told us what we’re getting right and where we need to do better.
This strategy is our commitment to put customers at the centre of everything we do.
Why we created a Customer Strategy
You told us that you wanted:
- Clear and transparent communication
- Customer-centred service and for us to be responsive
- Cobalt to be professional and trusted
- To access our services in a way that suits their needs.
We’ve listened and while we’re proud to see customer satisfaction improving, we know there’s still more to do. This new strategy will help us provide a better, more responsive service that meets your needs.
The strategy is built around four key pillars:
1. Successful tenancies
What makes a tenancy successful? It depends on you. That’s why we’re taking the time to understand each household and tailor our support to help you thrive in your home.
2. Customer access
We’ll make it easy to get in touch, whether you choose to contact us online or offline, and we’ll make sure your experience is easy to use, supportive and reliable every time you contact us.
3. Hearing the Customer Voice
We’re embedding a culture of listening. That means acting on your feedback, learning from it and using it to make real improvements.
4. Cobalt community and social value
We’ll help our communities to connect and grow through training, job support, wellbeing initiatives and partnerships that make a lasting impact.
What’s next?
Each of these pillars will come with clear actions and improvements. These will be monitored by our Homes and Communities Committee, which is made up of involved customers, staff and Board members.
If you would like to get involved in shaping Cobalt’s services, visit https://cobalthousing.org.uk/get-involved/
