In the summer we told you about how we were progressing with the Know our Customer project and more specifically the logging service adjustments strand of the work being undertaken, to ensure we always offer you the best service we can. Have a look at our frequently asked questions to learn more about logging service adjustments.
The new function allows us to succinctly capture any needs, health conditions or personal circumstances you choose to disclose to us, enabling us to tailor our service to you, improve service delivery and meet regulatory requirements.
A service adjustment need arises when a housing issue disproportionately impacts a resident due to their personal circumstance or characteristic. As a result, we provide additional support for a more tailored service to ensure they are not disadvantaged.
As we try and gain a better understanding of our residents and their family members, you may have been recently asked if there was any information you wanted to share with us when speaking to your local officer or customer service advisor. You are also welcome to now proactively tell us about any needs, health conditions or personal circumstances you want us to know about for either yourself or a family member.
You can disclose to staff the specific condition or circumstance plus any practical action or consideration staff or contractors may need to think about when visiting your home or speaking to you or your family members. Some commonly disclosed instructions include 'allow time to answer the door', 'please text on arrival', 'knock loudly' or 'be patient and speak slowly' - these kinds of instructions can be made visible to both staff and contractors to consider. As well as instructions, there may also be communication requests such as letters to be sent in a larger font or preferred language as well.
The project team are assessing the quality of the information captured to ensure it is reasonable, useful and appropriate and will be working with our staff to ensure good practice.
Since launch, we have gathered information for approximately 5,000 households (where the resident has told us 'yes', 'no' or 'prefer not to say' when asked if there was anything they wished to share).
As well as practical instructions, residents being able to disclose specific health conditions or circumstances will allow us to make better decisions around how we might prioritise services, for example in repairs. These processes are being worked on in line with upcoming legislation like Awaab’s Law and they can be better shaped by the ongoing improvement in quality and quantity of data this feature is providing.
We are also working with our operational teams in turning the information we have captured into tangible changes in service delivery. The data you share with us is invaluable, and as we use this information to tailor and improve our services to you, we will update you on progress.
Next time you speak to your local officer or customer service adviser, do let them know if there is anything you want us to capture. You will be able to see the information on your My Account portal and ask us to update it whenever you wish.
