Our kitchen and bathroom event was a great success, with customers providing invaluable feedback on what they would like to see included in our planned improvement works. Their insights are helping to shape our future specifications, ensuring we deliver enhancements that better meet customer needs and preferences while improving the overall experience.
Customers also played a key role in selecting the design options that will be available moving forward.
You Said...
At our kitchen and bathroom event, customers told us what matters most to them when it comes to their homes. They voted on their preferred kitchen styles, handles, paint colours and tiles, and the most popular choices will now be offered as options for customers receiving a new kitchen or bathroom.
Customers also highlighted the importance of clear and timely communication. They asked to receive at least one month's notice before works begin, along with a reminder text message a week beforehand.
In addition, customers told us they would like greater flexibility when planning their improvements, including the option to add extra units and have an electric shower installed as part of the works. They also confirmed that pipe boxing should be included as standard.
We Did...
In response to customer feedback, we are introducing greater customer choice in kitchen designs through our new contractor from June onwards. The most popular kitchen styles, handles, paint colours and tiles selected at the event will now be available as options for customers receiving a new kitchen or bathroom.
We are also updating our Planned Works procedures to reflect the feedback received. This includes providing earlier notification of works, sending reminder text messages ahead of appointments, and offering greater flexibility through optional extras such as additional units and electric showers.
In line with customer preferences, pipe boxing will now be included as part of our standard specification. We have also introduced a new Planned Maintenance Policy, which incorporates the feedback and improvements identified through this engagement activity.