At the heart of our Customer Care Strategy is a desire to rebuild our processes so that all of our customers are at the heart of everything we do. Choice, convenience and communication are core principles
Following a lengthy and robust procurement process we are delighted to have selected Castleton to replace our existing IT (Information Technology) system and bring about the digital transformation needed so we can provide modern, adaptable, high quality services.
We want to make it easy for you to interact with us, in a way and at a time that suits you. For example, we want it to be convenient for you to report repairs and anti-social behavior, to pay your rent and check your rent balance, to find out what you can expect from us and how you can have a say on things that matter to you. We want to be able to keep you informed e.g. about any repairs that you have reported or planned works that are due to . We want it to be easier for you to get the information that you want and need, when you want it and need it, and in a way that suits you. We want you to be able to choose how you interact with us, and so as well as enabling access to online services we still intend that you will be able to contact us in traditional ways. Where personal contact is preferred it will be available.
Implementing a whole new IT system means we have the opportunity to redesign the way we do things. You will see an article in this newsletter inviting interest in reviewing our service standards, Connect Commitments. By reviewing the service standards now, we can ensure any changes agreed are built into the new system from the start.
Implementing a new system will of course take time and whilst some changes will take place over the coming months others will take longer, we expect the whole project to take two years to compete. We will be asking for your involvement along the way to help us design the system and we will be keeping you informed of developments.
Posted on Thursday 11th April 2019