Involved Customers

Have you heard about our “Involved Customers”, and what they do? 

Our Aspire Housing customers are always at the heart of what we do, and your feedback is essential to helping us improve our services and provide the best customer experience. 

An Involved Customer is someone who voluntarily takes part in short surveys, communication groups, estate visits etc, to help us achieve this - as little or as much as you would like! 

We make sure to listen to our customers and the feedback they provide to make sure that we can improve as much as we can. We may not always get it right, but we are listening and therefore making changes in our work, which can be seen in things such as this – here is an example regarding our lettable standards of homes and how our Involved Customers have helped: 

We’re excited to share how our Customer Assessor group, along with other involved customers, have helped to re-shape our housing letting standards and improve satisfaction with the conditions of our properties. 

Back in April 2021, the assessors visited 13 ready-to-let properties and, using our lettable standards (this is what we use to ensure our homes are meeting the correct standard), the assessors identified a few issues such as cleanliness and decoration. 

It was decided that the lettable standard should be re-written to make it easier for both our colleagues and customers to follow. But first, we needed to find out what our customers expect when moving into one of our properties, so we put together a “Customer Expectations Survey”. 

The survey asked questions such as “what level of cleanliness do you expect when moving into a property?” and “how important is it that all repairs are completed before you move in?”. The survey was sent out to over 600 people currently on the Aspire Housing waiting list and we received over 220 responses, which is fantastic! 

As we were putting the survey results together, we carried out another round of Customer Assessor visits to ready-to-let properties. This time, our assessors visited 10 properties with the lettable standard checklist and saw a huge improvement in the condition of the properties. 

Whilst there are still some improvements to be made, the numbers show that we are moving in the right direction, and we always want to hear your feedback! 

Interested in becoming an Involved customer? View here for more information and how to get involved.