Page 26 - Pobl Annual Report FY25

24 Annual Report 2025
Customers Connectors
Managing our customers’ homes
This year, we remained focused on protecting and enhancing the valued services we provide to our
customers, while successfully navigating the integration of Pobl and Linc‐Cymru.
The merger has enabled us to align key policies, reflect on and refine our ways of working, and
adopt the best practices from both organisations. We have also brought together our leadership
teams to create a unified and forward‐looking approach.
Our commitment to continuous improvement remains strong. We are actively researching best
practices across the UK, exploring what local service delivery truly means for our communities,
and building the capacity to deliver more responsive and efficient services. By strengthening our
presence in key regions and deepening our community relationships, we aim to ensure our
services are responsive to local needs.
In March 2025, we launched our new Customer Experience Telephony Platform. This innovative
system is designed to enhance the customer experience and provide us with greater visibility into
performance data, enabling us to identify opportunities for further improvement and deliver even
better outcomes for our customers.
In addition, we are making it easier for customers to manage their homes digitally. Linc customers
can now access a range of services through the new My Home X customer portal, with 10% already
registered. Pobl continues to promote its own customer portal, which has seen strong engagement,
with nearly 20% of customers signed up. These platforms are part of our wider commitment to
improving accessibility, convenience, and customer empowerment through digital innovation.