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SNG launches bold new corporate strategy to deliver the best customer experience in social housing

• 3 min read

Today we unveil our new Corporate Plan 2026–2031 [pdf, 6MB] Opens in new window, setting out an ambitious strategy to deliver the best customer experience of any social housing provider.  

Launching the plan, Mark Washer, Chief Executive of SNG, said: 

“This plan sets a clear, bold, ambition: to deliver the best customer experience in social housing. Everything we do over the next five years will be focused on achieving that goal.

“Our customers are changing, technology is rapidly advancing, and the expectation of us is increasing while the resource available remains limited. To design this plan, we worked with our customers and looked ahead to anticipate what they will expect, which gave us the three focus areas of Homes and Place, Proactive Maintenance, and End-to-End Digitalised Service. 

“The 2030s will be a digitalised decade, so our customers and people will expect us to have efficient and effective systems that empower them to interact seamlessly and harness the possibilities offered by AI.

“I want our customers thinking about us as little as possible, with services that just work - so they can focus on their lives. Delivering this plan will offer that experience.”

We will build 22,500 new homes over the next ten years, alongside our retrofit programme, to raise the overall standard of our customers' homes against the Homes and Place Standard that we co-created with customers.

Building on raising the standard of homes we provide, we will leverage the rapid advances in technology that offer the opportunity to identify potential repairs before the customer is aware of them and proactively maintain the home, while also offering a faster responsive repairs service.

If customers do need to contact SNG, the investment in an end-to-end digitalisation of our key services will offer an easy, simple experience for customers and effective digital tools for our people to deliver the best experience. By offering a simpler experience for most interactions, we aim to be able to offer more individual support through the phone to the growing number of customers that need it.

The plan is underpinned by maintaining resilient foundations of strong finances, ongoing investment in its people, and effective governance.