Social housing is about so much more than just bricks and mortar. We deliver a wide range of services on behalf of the council and recognise that you – our customers – have your own individual needs, preferences and expectations.
It’s important to us that you’re able to contact us and access our services in ways that suit you. Like many organisations, the way customers access our services has changed, in particular over the last 18 months due to the impact of Covid-19. Prior to this, we had seen an increase in the number of customers contacting us online and by telephone, with fewer customers visiting us in person.
Throughout the pandemic, we have supported customers to find alternative ways to access our services. This includes new methods of paying their rent, reporting repairs, and carrying out other transactions. We saw more than 2000 responses to our 2020 customer STAR survey, with only 3% of customers saying they would choose to contact us face to face.
Reshaping our services for you
To continue to meet our customers' needs and expectations, we need to work in new ways to deliver services that are important to you. This review forms part of the redesign of our services, picking up on the increase in regulation in social housing and the requirement for us to deliver fit-for-purpose services that keep customers at the heart of what we do.
Under our proposed new ways of working, we aim to always listen and act on customer feedback, reduce waiting and response times for enquiries, and focus on getting things ‘right first time’. There will also be more ways for you to input and shape our services, and together with our partners, we’ll give more back to communities.
Angela Davies, council tenant and Chair of Wolverhampton Homes’ Board said:
“The landscape of social housing is changing. With the ever-increasing demand for affordable homes, housing providers must work smarter to respond to the diverse needs and expectations of their customers.
“The way that people work, shop and access services has changed and Covid-19 has provided an opportunity for Wolverhampton Homes to review and rebuild their customer service offer so it meets customers’ needs. With improved online and community-based services, and increased support for those who need it, customers will have a range of contact options to choose from.
“This is about making long-term improvements for current and future customers. This consultation is your opportunity to have your say on the future of Wolverhampton Homes’ services. I urge residents to make sure their voice is heard by completing the survey.”
The consultation begins on Monday 26 July and ends on Sunday 8 August. Please share your views by completing the online survey or by attending one of the events being held across the city.
Our consultation events take place at the following locations. Just follow the links below to learn more.
Heath Town - event has finished
Bilston - event has finished
Low Hill - event has finished
Graiseley - event has finished