Welcome to the Winter edition of Orbit Life, our customer e-zine, as part of this edition I’m delighted to launch our new Customer Promise. This has been designed in collaboration with customers. At its heart is a clear purpose - to help you and your communities to thrive.
It contains four clear commitments: delivering an excellent customer experience, providing high quality safe and sustainable homes, bringing positive change to places and communities and working together for a Better Day. We’ve developed a short film that aims to bring this to life and explain how we’re acting on each of the areas that make up our promise to you.
The commitment that we are making continues to prioritise safety and value for money whilst also addressing environmental challenges around making our homes more energy efficient. We are committed to being inclusive and valuing the diversity of the communities that we work in and we will continue to deliver support with wellbeing and independence for each and every one of our customers.
We’re working really hard to deliver improvements to our services based on the feedback that we receive from you. Our new Customer Promise further highlights our commitment to continue to involve you in decisions about your home and your neighbourhood.
One of the things that you have told us you want to see improved is our digital offer and I’m also delighted to be able to announce the launch of our brand-new Customer Hub website. You can read more about this later in the e-zine and by taking a look around our new website - which you're looking at now!
This is the first step that we’re taking to strengthen our digital offer and to deliver an excellent customer experience as laid out in our new Customer Promise. The new website benefits from a clearer navigation, quick access icons to the commonly used areas of the site and an improved search facility all of which will make it easier for you to find the information you want when you need it.
Later this year we will also be launching a new MyAccount, an online app that will allow you report and track repairs more easily, view account information such as rent statements as well as transaction history. It will also allow you to setup a Direct Debit making it easier to make payments and put you in control.
These are just some of the activities that we have been working on the help ensure that we deliver on our Customer Promise. I look forwards to being able to tell you about further improvement to our services throughout the year.
Whilst I know that this has been, without doubt, a challenging year for everyone, the launch of our new customer promise and customer website allow us the opportunity to look forward and provide a clear demonstration of our commitment to improving the services that we deliver.
Kind Regards,
Paul Richards,
Director of Customer and Communities
