Putting customers at the heart of everything we do
For National Customer Service Week, we’re shining a spotlight on what customer service means at Onward, how we’re working with customers to make our services better, and sharing real-life examples of how our colleagues are making The Onward Difference.
What does customer service mean at Onward?
We believe customer service is more than just fixing issues that arise, it’s about making sure you feel valued, respected, and understood. This is what we call customer care.
Customer care is thinking ahead, listening carefully, and making sure you feel good about every interaction, whether you see one of our colleagues out and about in your neighbourhood, or speak to us on the phone. We are improving but know there is more to be done and by listening and hearing what our customers are telling us we can continue to make our services better.
How we’re working with customers to make our services better
We’re always looking at how we can improve our customers’ experiences and provide plenty of opportunities for customers to share their views and influence how we deliver our services. We’re listening and hearing your feedback about how we can make it easier to get help when you need it, improve how we communicate and listen, and build stronger relationships with you and your neighbours.
To take a look at some of the ways customers have helped to make our services better this year, please click on the buttons below.
READ OUR CUSTOMER ANNUAL REPORT
Read our Annual Complaints & Service Improvement Report
Read our Tenant Satisfaction Survey Results Report
In celebration of National Customer Service Week, some of our involved customers headed into our Customer Service Centre for coffee, cake and conversation. Getting a behind the scenes look at how our we deliver customer care in action, these customers shadowed live calls and took part in a question-and-answer session with our colleagues.
Here’s what the customers who attended told us about their experience.
“I came along to visit the Customer Service Centre because I wanted to see how the system really works. I was surprised by the size of the centre and the variety of calls coming through. The team were calm, helpful, and I had an eye-opening experience. It’s enlightened me, and I now understand just how much goes on behind the scenes. I’d want other customers to know that the help is there, and everyone should use it.” – Norman
“I couldn’t resist the invite for coffee, cake and good company, but I also wanted to get a real insight into what happens in the Customer Service Centre. I was amazed by how many systems the team uses, how easily they move between them and that things are constantly evolving. You can feel the camaraderie as soon as you walk in, and it hits you how friendly it is. There are lots of employees in the team who are calm and helpful when speaking to customers. I had a great experience.” – Tony
“Today has brought the Customer Service Centre to life for me. I was surprised by the sheer volume of calls and the wide area Onward covers. It’s clear the team handles every enquiry with calmness and professionalism.” – Joan
“It hits you as soon as you open those doors, how friendly it is. The atmosphere is warm and welcoming, and the team are really making a difference.” – Edwina
Making The Onward Difference: customer care stories
Tony’s journey to independence
After a major operation, Tony moved into a bungalow that better met his health needs. The transition was daunting at first, but with the help of Georgina, our Tenancy Support Specialist, Tony received assistance with setting up new bills, accessed additional benefits, and emotional encouragement to connect with local community groups – all helping him to find friendship and a renewed sense of belonging.
Today, Tony is thriving, independent, socially active, and hopeful for the future. He credits the care and support he received from Onward as a life changing turning point and is proud to share his journey with others.
Tony said: “I can’t praise Georgina enough. She’s been an absolute angel.”
“After my operation, I spent months in a dark place alone, and ready to give up. Every day felt pointless. I’d just sit in my chair staring at the four walls, thinking this was it.”
“But Georgina never gave up on me. Her support and encouragement gave me the confidence to believe in myself again.”
“Thanks to her, I started coming to a local hub in the community, meeting people, and smiling again. If it hadn’t been for Georgina, my story could have been a very different one.”
A fresh start for Ms H
Ms H’s kitchen, flooring and boiler all required urgent attention. Recognising how important it was to put things right, our Customer Service Intervention Team listened to Ms H’s concerns, offering support and reassurance. They arranged for a thorough inspection, making sure nothing was overlooked and that every repair was properly planned.
The team kept Ms H updated every step of the way, ensuring she was well informed, felt respected and supported. Thanks to their care and attention, all the repairs were completed to a high standard, and Ms H can once again enjoy her home with comfort and peace of mind.
Ms H said: “When Karen stepped in to help, I could tell straight away she truly cares about helping customers.”
“She put my mind at ease and explained everything step by step, which was so reassuring. She listened, took everything on board, and within days, repairs were underway.”
“I was feeling really down, but Karen lifted my spirits. I can’t thank her enough – she’s a credit to Onward and I’m so grateful for her help.”
A clear view in Janette’s garden
Janette had a large hedge at the back of her home that had been bothering her for some time. When she reported it to our grounds maintenance colleagues, Onward Environmental quickly sprang into action, visiting the site to inspect the hedge and speak with the customer.
The team didn’t waste any time and returned on the same day to carry out a full hedge reduction, working quickly, safely, and with care to ensure Janette was happy with the work completed.
Janette said: “Thank you so much for looking after me and sorting out the hedge. It’s really put my mind at rest, and I appreciate all you do for me.”
Get involved
If you’d like to get involved, share your views and influence how we deliver our services, please get in touch with our Customer Involvement Team by emailing customerengagement@onward.co.uk, calling 0300 555 0600 or filling in the form on our website. You can also click on the button below to learn more.