STRATEGIC REPORT
Customer offer
Our vision is to understand our communities and our customers to better meet their needs. We’ll do this by ensuring the structure, processes and systems we adopt will deliver the required quality of service as efficiently as possible, while continually innovating to better serve our communities.
We're proud of the progress we've made this year, including supporting over 2,200 customers through our Money Advice service, securing £6.48 million in additional benefits, and gifting more than 100 refurbished devices to tackle digital exclusion. We also strengthened our commitment to independent living by purchasing 27 supported housing properties and launched a new customer influence framework to ensure services are shaped by customer voice.
Dennis is no ordinary Amplius customer. At 100 years of age, he’s one of our oldest, living independently in his house in a Bedfordshire village, a few miles from where he grew up. Read more about his story in the report.
Key metrics
Customer contact
28,376
Calls received
20,218
Customer responses received through transactional surveys
113,380
Emails received
16,386
Web forms received
Complaints
5,441
Total complaints in the year
4,338
Stage one complaints
1,103
Stage two complaints
Customer engagement
601
Active members on Voice
2,132
Active members on The Hub
90
Combined engagement opportunities - polls, surveys, forums
5,391
Combined survey responses
Supporting customers
£6.48m
Additional benefits secured for our customers through our debt and benefit advice teams
2,200
Customers accessed our Money Advice service
392
Households benefitted from our Hardship Fund