We’re making it easier for you to have a say in how we work. By getting involved you can work with us and other customers to help improve our services.
We recently launched Customer Voice Forums, a new way to involve our customers in our decision making. The forums will ensure that customers have a real say in the way we work and can lead change across the business.
Our three new forums are:
How do we communicate with and interact with our customers?
Can customers count on us to remember what is important to them?
How do we use that to improve our performance and customer satisfaction?
Do our properties and services meet or surpass customer expectations?
How do we manage and improve our business?
Are we consistent in service delivery?
How responsive are we to the needs of our different customers?
How committed are we to delivering quality of service and value for money?
How do we interact and manage our external relationships?
What is our social and environmental responsibility?
Forums will meet quarterly and are made up of customers from different areas and tenures with a range of experiences, issues and opinions.
Why are they different?
They will add real value. One or two customer champions have been allocated to each area of the business and buddied with a senior manager. They will have the opportunity to understand that area so they are able to challenge the policies, processes and practices we have in place and make a real, valued difference to the Group. Their work will lead how we involve and consult residents in the work we do going forward.
What key business areas are involved?
Most of them! We are hoping to include customer experience, communications, complaints, home ownership, survey data, home management, repairs & maintenance, reinvestments, antisocial behaviour, service improvement, community investment, local consultation, procurement, policy, sheltered and sustainability. So there’s something for everyone!
Why get involved?
- Make a real difference to a wide number of customers
- Fantastic experience to add to your CV
- Speak up for fellow residents
- We’ll invest time and money in your training, and cover any expenses. This will include £1000 annual remuneration
- Gain an in-depth understanding of an area of the business you’re interested in.