Key, strategic themes for Stonewater are Business Excellence and Customer Experience. By operating efficiently, we can provide more affordable housing, and having effective and consistent services will improve the customer experience and satisfaction with our services.
In 2018 Stonewater carried out a Lean review of its Income Collection processes and in 2019 there is a strong desire to focus on the other priority operational service delivery areas of Responsive Repairs, Lettings and Complaints Management.
In April this year, Stonewater undertook an internal restructure to form a Customer Experience Directorate focussed on creating a customer centric organisation, which puts our customers at the heart of how we design and deliver services. Lean reviews of key service areas will ensure we design efficient, consistent processes across all the teams who contribute to the customer experience.