Our plan of action – Objective 1: Taking our services to the next level

by The Gateshead Housing Company & filed under About us - Corporate Plan 2018-2023.

Action
Create and deliver an aspirational customer experience for all customers

Outcome by 2023
We work with the Council and other partners to provide seamless services which match customer needs
and expectations. This approach underpins tenancy sustainability and attracts new customers because of our outstanding reputation

Action
Digitally transform our offer – providing more self-service options opening up new and fresh opportunities for customers to engage with us and enabling us to be more agile in our approach to service delivery

Outcome by 2023
We’re providing a range of ways for customers to contact, interact, and engage, however and whenever
they choose. This allows us to free up our time so we can be more present in our communities and provide more support to our vulnerable customers

Action
Work with the Council and other key partners to:

  • Complete a review of current service provision for elderly and vulnerable groups
  • Strengthen partnership working to support customers to access and sustain their tenancy
  • Develop the adaptations offer and raise awareness of the availability of support across all tenures

Outcome by 2023

  • We’ve developed a broad selection of services and products for elderly people, and have in place a range of housing and support services for vulnerable client groups, helping our most vulnerable customers to live safely and independently
  • We are working with key partners to deliver a comprehensive and seamless service offer which encompasses housing support and care requirements; financial inclusion and advice; making appropriate use of our homes; creating employability opportunities for tenants; and improving feelings of safety, stability and wellbeing in our communities
  • We are able to offer a joined-up adaptations service which is responsive to growing demand and assists customers of all tenures in staying in their home and living independently for as long as possible

Action
Develop and deliver a customer focused and modern repairs and maintenance service

Outcome by 2023
We understand customers’ needs, expectations and aspirations for a modern, highly performing repairs service. We’re delivering an efficient and effective service which achieves high levels of customer satisfaction

Action
Develop our homelessness service to prepare for the implementation of the Homelessness Reduction Act

Outcome by 2023
We act on behalf of the Council to prevent and relieve homelessness and offer housing solutions for people to access a home