Customer Annual Review 2016
1
Introduction by Christine
Anthony, Tenant Board
Member
With thanks to customers for their
guidance on the Customer Annual Review:
Jane, Penny, Paula, Sandra, Yordanos,
Sandie and Eileen.
Front cover from left: Customers Arthur,
Sally, Christine, Fozia & Zohair, Jessica &
Daniel, Peter, Julie and Yordanos.
Contents
Our focus in the last year
2
Your home
4
Creating great communities
6
Your tenancy
8
Our social purpose
10
Customer service
12
Case study
13
Your voice
14
“I believe in honest two
way communication. We
have a new direction and a
sense of what we need to do;
I know that we will only get
it right if we encourage more
resident feedback and put
customers first.”
Gavin Cansfield, CEO
It’s fair to say that in the past,
little had changed at North
Hertfordshire Homes.
For me as a Tenant Board
Member, the new chief executive
Gavin Cansfield signalled a
big change of pace. North
Hertfordshire Homes needed
to stop spending money on
things that only benefited some
customers and do more for those
struggling to find a house and
live a settled life. We also need
to listen more to customers and
better use the information they
give us. That means a number
of big changes.
The panel of customers who
have advised North Hertfordshire
Homes on how to write this review
were clear that they wanted
honest, straightforward answers
on what’s happened, why and
what’s going to happen in the
future. We are happy that this has
been achieved and we’d like your
feedback on this review.
Christine Anthony
Tenant Board Member