Getting to know our customers

We’ve been running our “Getting to Know You” campaign over the past 18months to make sure the information we hold about our customers is accurate and up to date. This helps us better understand you and deliver more personalised services that work for your needs and overall better customer experience.

What we’ve done
We’ve contacted customers in a range of ways, including email, text messages and during planned home visits, asking you to review or update your details using a secure link. Thanks to this combined effort we’ve now reached over 93% of our customers across the Karbon Group. 

We’ve also improved our systems so it’s now easier for you to manage your information, including updating your details online through your My54North account whenever things change.

Why we’re doing this
Every year we handle a high number of customer interactions– from repairs to general enquiries. Alongside information about your home, your personal details help us make informed and data-led decisions about services and support. Over time, we found some of our information needed updating. By keeping your details accurate, we can make sure our services are shaped around you.

How this benefits you
Keeping your information up to date means we can:

• Provide a more personal service that reflects your needs
• Respond more quickly when you contact us, including for repairs
• Communicate better, so you receive the right information at the right time
• Plan improvements more effectively based on what our customers actually need

What happens next
We’ll continue reaching out to customers we haven’t heard from yet. To collect the data of our customers who were not part of the initial collection campaign, we will be contacting our leasehold and low-cost home ownership customers via your own personal link.

Our Housing Team will keep collecting updates through customer visits. You can also update your details at any time through your My54North account, or when you receive a secure link from us.

Your data
We understand that your information is personal. We want to reassure you that everything you share with us is handled safely, securely and responsibly.

By taking a few minutes to keep your details up to date, you’re helping us improve services and make sure we’re meeting your needs now and in the future.