Teign_Annual Report 2018

6 7 Providing opportunity / Annual Report 2018 Tenant involvement & empowerment Providing you with good quality services, choice and a clear complaints process and the opportunity to influence our work. Customer data Over the last few years we’ve been working hard to ensure the data we hold about customers is accurate. This is partly so we can offer more digital services which improve value for money and give you easy access, but also so we can target services where they are most needed. Around 88% of all customers have had their data updated with us within the last five years and we hold email address for 53% of you. You can sign up to receive our newsletter on our website homepage. We have also completed a comprehensive project to ensure we are compliant with the new GDPR data rules. Social media Social media is becoming an increasingly popular way for customers to contact us. We have grown our audience on Twitter and Facebook to 732. SeeMyData SeeMyData is the current way you can report repairs, view and pay bills and update your details online. Just over 700 customers are now registered. We have invested in a new system which will improve our online offer and increase the services you can access online. This will launch later this year. Call handling This year we saw a significant shift in the volume of calls received from customers, with many of you choosing to email or use SeeMyData. We are introducing online live chat soon to help respond to your wish for more online options to contact us. * calls to our main number answered within 20 seconds Target Actual 2017/18 Actual 2016/17 Telephone response rate* 90.0% 89.0% 92.3% Number of calls - 27,972 37,782 At a glance... We delivered 63 hours of IT training thanks to Digi Bugs We have more than 700 social media followers We saw 704 tenants register on SeeMyData We achieved 53%of our tenants’ email addresses on our system As at end of March 2018