Improving the customer experience

Our Customer Experience team provides support to customers by answering a variety of queries when you contact us.

They also manage how we respond to complaints and support vulnerable people through the Customer Wellbeing service.

We’ve been working hard behind the scenes to improve the customer experience, including transforming My NCHA.

Our Customer Experience promise details the goals we’ve set towards meeting and exceeding customer expectations.

Our key objectives include:

  • Providing more consistency in the customer’s experience
  • Adapting to the changing needs of our customers
  • Reviewing how we gather customer feedback to ensure we’re listening to the voice of our customers
  • Improving efficiency through technology.
Martin Ebner

We’re committed to delivering the best possible experience for our customers. This promise outlines our objective for driving the improvement and strategy needed to deliver this.

Martin Ebner, Head of Customer Experience