2020 Project - towards world class customer service

2020 project logo Our 2020 Project aims to improve the way we work, the technology we use and the experience we offer to customers, to ensure we provide customers with a world class service.

In 2015 we published our Corporate plan 2015 - 19 [pdf] 1MB and unveiled our new goal: to be a world class organisation providing homes in communities people aspire to live in. In 2016 customer satisfaction was at 86% but our goal is to increase this further to 90%. To do this, and to become world class we know we need to improve the services we provide and the 2020 Project is a key part of delivering this.

We want to offer you new ways to contact us and access our services at a time and a place to suit you, on top of the ways you can already contact us. This will include via smartphone and tablet apps and an improved customer portal where you'll be able to view your account, request a repair and make a payment.

We have an experienced team to run the project to look at the changes we need to make to help deliver a world class service. In order to do this we need better understanding of our customers’ needs and expectations so we can identify the areas for improvement. We’ve already spoken to more than 300 customers to understand how they currently use our services and how they want to use them in the future. This has included meeting with customer groups such as the Kings Forest and Severn Vale Customer Action Groups, visiting ILS schemes and Charles England House, our youth hostel. We'll be publishing the results of these findings in the near future.

As the project progresses we'll be filming some of our customers' stories as they get online and go digital. Seventy-seven-year-old Vernon has never used a computer before but is keen not to be left behind and so has volunteered to help us develop our digital services and chart his journey. In his first video below, he talks about his hopes and fears about getting online.

But we’re keen to hear more about your experiences and expectations. If you would like to contribute to share your experiences of customer service you’ve received from us – good or bad – then let us know using the contact details below. You might have a story to tell, an idea to share, or you might like to help us test new ways of keeping in touch.

If you’d like to get involved please ring 0300 1232222 and ask to speak with the 2020 Project Manager Ifti Awan, or email Iftikhar.awan@merlinhs.co.uk