With the Social Housing White Paper reforming the way tenants influence services and strengthening regulation, the sector is undergoing a cultural shift where the customer is at the centre.

Yet it is also facing one of its most challenging periods with the cladding, climate and cost of living crisis adding increasing pressure to already stretched budgets. So how can the sector continue to improve its customer satisfaction with a finite amount of money?

This session will explore how organisations can build the customer into its strategy, decision-making and culture to deliver better services, higher satisfaction and value for money.

The panel will discuss:

• How to truly listen to your customers and use insight to understand what influences their experience and focus improvements
• How to build an internal culture where your people understand the value of customer-centricity
• Case study examples of driving customer satisfaction improvements