Customer Service - strategy and action plan 2008 to 2011

We have developed our Customer Service Strategy and Action Plan in partnership with customers as part of our commitment to continually improve the way we deliver customer service.

Our strategy will ensure that everyday excellence in customer service is achieved and becomes an integral part of the culture of The Gateshead Housing Company.

This Strategy is central to the company's aim of providing excellent services that meet customer expectations. 

By concentrating on customers needs and on their experience rather than processes and procedures, we aim to provide customer service that is relevant and effective.

The structure and organisation of The Gateshead Housing Company are not important to customers trying to access services. 

What is important is ease of accessibility, quality and speed of response received.

In essence, this strategy and the projects and initiatives arising from it aim to improve significantly the quality of the customer experience in Gateshead.