Customers have been heavily involved in shaping a new yearly report detailing how we have performed over the previous 12 months.
Published on the Bromford website today, our Annual Review for Customers 2019 sets out how we are doing and how we plan to improve even further. This year, more than ever before, we have enlisted the help from customers – with our Customer & Communities Influence Network (CCIN) helping to put forward ideas, including a new animated video, and fine tune the final version.
Among the highlights are figures showing that almost nine in 10 customers would recommend Bromford to a friend, whilst the numbers of customers giving us feedback throughout the year to help us shape our services has increased by more than 20%. It also outlines priorities for the current year such as the rollout of neighbourhood coaching and improving the repairs service in south Gloucestershire.
Paul Coates, executive director of customer experience, said: “The past 12 months have been hugely significant as we’ve created a new organisation by bringing together Bromford, Merlin and Severn Vale. It is vital, therefore, that we are transparent with customers about our performance and provide reassurance that day-to-day services remain at the high standards they have rightly come to expect.
“The CCIN was established earlier this year to improve the positive, honest and close working relationships we have with the people living in our homes so I am delighted that customers have played such an important role in the preparation of this report which is, ultimately, for customers.”
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None of this would be possible without a strong financial core which is outlined in our recently published 2018 to 2019 Annual Accounts. It confirms our place in the top 10 largest housing association developers in the UK, building 1,236 new homes last year, whilst retaining our solid financial base with turnover increasing by £36m to £257m.