Fire safety Coronavirus Careers (opens in a new tab) Ask Catalyst Media centre Homes to buy (opens in a new tab) Our service styles In 2018, we launched our Customer Experience (CX) programme – a business wide initiative to ensure that we provide our customers with an excellent customer experience every time. The strategy has been developed based on customer feedback, in which you told us that you wanted us to be: Easy to do business with Reliable in responding to and communicating with you Empathetic and understanding of the issues you have Through this feedback, we have created three new service styles – Easy, Reliable and Empathetic. We will ensure we deliver on these service styles by doing the following things: Easy We will ‘own it’ to make sure things are done for our customers We will never (ever!) ignore customer pain points and will work relentlessly to fix them We will listen and record things carefully so that our customers never have to repeat themselves Reliable We will always do what we tell the customer we will – customers will never have to chase us We will always keep customers updated We will improve things when we get it wrong so other customers don’t experience the same issue Empathetic We will be human, and understand that every customer has different needs and priorities We will listen and be empathetic, especially when we have to say no We will believe the customer and acknowledge the impact when we get it wrong In this section Efficiency and transparency For our investors For our suppliers Media centre Awards and recognition Our history What we do Who we are Board and Executive team Our credentials Our locations Our partners Our people Our service styles Our vision and values AccessibilityPrivacy PolicyCookie PolicyModern Slavery StatementEquality, Diversity and InclusionData protectionAsk Catalyst (opens in a new tab) (opens in a new tab) (opens in a new tab) (opens in a new tab) (opens in a new tab) Catalyst Housing Limited: Charitable registered society, registered provider of social housing, registered society no. 16561R. Registered office: Ealing Gateway, 26-30 Uxbridge Road, Ealing, London W5 2AU. VAT number GB 532344176. © 2021 Catalyst Housing Limited.