Welcome from Jo!
Some things might be a little different this winter, but it’s good to know some things will always remain the same. Like our commitment to taking customer service seriously. Even a pandemic won’t dull our ambition to constantly improve the customer service you receive.
We know how important it is to use your feedback to make changes and improvements and we continue to find new ways to get you involved with shaping the services you use. Karbon is three years old now so we’ve been having a relook at our goals and vision and getting you, the customer,
involved. Many thanks to those of you who helped us in shaping our strategy in recent months, it’s so important for us that this is reflective of your needs and wants.
Our new Customer Annual Report is also a useful tool in measuring how well we are performing against standards set by the Regulator of Social Housing. This report is written with you in mind and we've worked hard to set out the information in a clear and easy to understand format.
We’ve been working with customers again to develop our new Customer Service Standards, in this project customers told us what was most important to them and how they’d like us to measure our service goals, these have become our top service standards and we'll be reporting our progress against these.
We are also reviewing our complaints process too. The Housing Ombudsman has published a new Code of Practice which we must adhere to. This will guide our approach to handling complaints to make it easier for you to make a complaint and get any issues put right.
Thank you for reading and the whole Karbon team wishes you and your loved ones a safe and healthy festive season.