At Women’s Housing Company, customer service is more than responding to requests or managing tenancies. It is about creating safety, stability and opportunity for women rebuilding their lives.
Leading this work is Ellen, Senior Manager, Customers, who focuses on ensuring services are consistent, respectful and responsive.
Through strong systems, capable teams and continuous improvement, customer service has become a critical part of our approach to supporting women to sustain their housing and move towards long-term stability.
“Our customers are the women we house and support, including women on low incomes, women experiencing or recovering from domestic and family violence, and women at risk of homelessness,” Ellen explains, while recognising that this also includes the people and services connected to a woman’s housing journey, such as support providers, government partners and community stakeholders.
“Recognising this broader customer base helps ensure our services are coordinated, accessible and focused on positive outcomes.”
For many women, housing is the turning point that makes everything else possible. But stability doesn’t come from housing alone. It is shaped by the experience women have once they move in.
“A strong customer experience is critical because housing is more than a service, it is the foundation for safety and rebuilding,” Ellen continues.
“Many of the women we support have experienced trauma and systems fatigue. When our service is predictable, respectful and responsive, it reduces stress, builds trust and increases the likelihood that women will engage with supports, sustain their tenancy and move towards their goals.”
Ellen says excellent customer service at Women’s Housing Company is consistent, safe and dignified.
“It means we are clear, timely and transparent in our communication, we do what we say we will do and we make it easy for customers to get help, whether that is repairs, support with sustaining their tenancy, referrals for support, safety planning or navigating systems.”
When women feel safe and supported, they are better able to focus on employment, education, parenting and reconnecting with community. In a housing context, Ellen says this means delivering consistent service grounded in dignity.
“I focus on building systems and behaviours that make respect and responsiveness the default,” she continues. “Practically, that includes clear service standards, active listening, privacy and safety-conscious practice, and ensuring customers have choices and understand their rights and responsibilities.”
Building trauma-informed capability across teams is also essential.
“We prioritise trauma-informed capability across teams, so staff respond calmly, avoid re-traumatisation and work collaboratively with specialist services when risk is identified.”
Ellen knows strong customer service leads to better outcomes for women and their tenancies.
“Great service strengthens tenancy outcomes: issues are identified earlier, repairs are addressed before they escalate and customers feel confident reaching out before problems become crises,” she explains.
“Over time, this supports stability, reduces avoidable tenancy breakdowns and allows women to focus on rebuilding, knowing their housing is secure.”
But delivering this level of service relies on building skilled, service-driven teams.
“Staff capability and culture are everything,” Ellen says. “Policies and processes only work when they are delivered by people who are skilled, values-led and consistent.
“I invest in coaching, reflective practice and clear decision-making frameworks so teams can manage complexity with confidence. I also reinforce a culture where we are accountable, curious and respectful, internally and with customers, because that is what safe, high-quality service looks like in practice.”
At Women’s Housing Company, improving the customer experience is an ongoing priority, guided by the voices of the women we support.
“We take a continuous improvement approach that is grounded in customer voice and service data,” Ellen says. “This includes listening to feedback and complaints, engaging tenants through forums and advisory groups and creating opportunities for participation and leadership, so women can shape decisions that affect their housing and community and see that their voice leads to real change.”
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Inside the customer service experience at Women’s Housing Company At Women’s Housing Company, customer service is more than responding to requests or managing tenancies. It is about creating safety, stability and opportunity for women rebuilding their lives. Leading this work is Ellen, Senior Manager, Customers, who focuses on ensuring services are consistent, respectful and responsive. […]
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