According to the English Housing Survey, around 1.2 million social renting households considered making a complaint in the last 12 months.

Annemarie Roberts is the Executive Director of Customer Engagement. She is passionate about customers and colleagues, with her customer Culture Change programme ‘What about Shirley?’ receiving national recognition on many occasions.

In this video, Annemarie discusses the importance of including customer voices in developing customer service strategies to meet their needs. Building upon this she highlights the need for regular reviews of customer service strategies and good communication with customers at all levels of the business, including the board.

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Creating consistent customer service is key for any housing association when building a trusting relationship with residents. In this video, Annemarie Roberts, Executive Director of Customer Engagement at MOAT discusses the importance of involving customers in developing services to ensure their needs are met and they are heard by the board.

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