Building a smarter and more connected customer experience – housing provider Thirteen teams with NEC
Thirteen is taking steps towards a customer experience that is more consistent, responsive and built around better customer insight, and it’s bringing NEC along on the journey.
At the heart of the new partnership with NEC is Thirteen’s programme focused on enhancing how services are designed and delivered around customer needs.
Thirteen will work with NEC to bring its people, data and processes into closer alignment, creating a clearer and more complete view of every customer. The project will help develop a customer experience that feels more simple, reliable and personalised, with coordinated and consistent interactions at every touchpoint.
For customers, services will become more flexible and convenient, with improved online access and a smooth experience across channels, so they can engage in a way that suits them. Whether getting in touch digitally, by phone or in person, interactions will feel joined-up, responsive and tailored to individual needs.
Colleagues will be better equipped to deliver great services. New tools and ways of working will provide access to more accurate, real-time customer insight, supporting faster, more informed decisions and helping to resolve more queries at the first point of contact. By reducing duplication and simplifying processes, colleagues will be able to focus more time on supporting customers.
Mobile technology will help colleagues working in Thirteen’s homes and communities to access the information they need on the go, making interactions more valuable without adding extra admin.
Commenting on the vision for the project and the new partnership with NEC, Serena Heathcote, Thirteen’s chief customer officer, said: “At Thirteen, our vision is to be the most trusted housing association with happy customers. As we have such a diverse group of customers, having a clear picture of people’s needs and making informed decisions based on those needs is key to building trust.
“We’re excited to be working with NEC to improve the technology we use and develop our customer insight, not only helping to create a more seamless response to queries, but also helping to anticipate what our customers need from us as expectations change and evolve.
“This is a significant step forward for Thirteen, which supports us to be more proactive, more personal and deliver a better experience for our customers.”
More about Thirteen
Thirteen is a housing association providing housing and support services across England’s North East, Yorkshire and Humber regions.
It owns and manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.
In March 2025, Thirteen secured the highest possible C1/G1/V1 ratings following an inspection by the Regulator of Social Housing.
Find out more about Thirteen and learn more about NEC Housing.
