Now launching: every customer counts!

This May we’re launching a BRAND-NEW initiative to put you at the centre of everything we do.

Over the last year, you’ve shared lots of helpful feedback that we’re now using to make changes to improve our services.

This feedback mainly focused around these key themes:

• Making it easier to get in touch with us
• Wanting to see more staff in your neighbourhoods
• Wanting to see clearer information on service charges and costs
• More customer involvement opportunities
• More honest and transparent communication

In a direct response to your feedback and to challenges faced by the social housing sector, we recently shared that we’re making changes to the way we work.

We’re pleased to announce what these changes will look like, and will be launching a series of ‘every customer count’s’ coffee mornings to share our plans with you.

We’re keen to bring you along with us on our next exciting journey and are now asking you to come along to our events to share your thoughts on the changes and recommend ways we can continue to work efficiently and improve your customer experience.

Join us at our next event! Dates listed below:
West End Village – Thursday 9 May at 10-11.30am
Rowan Village – Tuesday 14 May at 10-11.30am
Bradeley Village – Tuesday 21 May at 10-11.30am
Bishop Court – Thursday 23 May at 10-11.30am
Tixall Road – Tuesday 4 June at 10-11.30am
The Hollies – Thursday 6 June at 10-10.45am
Allenby Court – Thursday 6 June at 11-11.45am
Sandpiper Court – date and time to be confirmed
Alhambra Court – date and time to be confirmed

How can I help?
Throughout May and June – we’re hosting a number of coffee mornings to get your feedback and suggestions on the changes, and how you think we can continue to work in a more efficient way to save time, money, and improve your overall experience.

If you can make one of the dates and times above, come along to have a conversation with our staff and put forward your ideas or suggestions.

 

Who can attend the coffee mornings?
The coffee mornings will be available to all of our residents to attend, whether you live at the scheme or not. If you live nearby, or can’t make any other date, come along, speak to a team member, and share your thoughts.

 

What can I expect?
Our coffee mornings won’t be a formal presentation but will instead be a chance for you to speak to a team member about things that matter to you like our new way of working, customer engagement, or our plans for the future.

If you feel unable to voice your thoughts in person, don’t worry we have you covered too! We’ll be handing out feedback forms at the event that you can fill out and simply return to a member of staff for it to be considered.

 

I can’t make it on the day, are you able to share some of the changes with me now?

• We’re launching a new neighbourhood and customer hub model – We’re splitting our homes into three patches. At each patch there will be dedicated staff members who will be on hand to support you with any non-urgent queries who can refer you to further support if needed. By having staff at our schemes to do things like surgeries or drop ins we’re hoping it will make it easier for you to get in touch with us while also having staff in our communities too.
  
  
• A review of our customer engagement approach – This year we’ll be launching a brand-new customer involvement strategy that will ensure we provide more ways for you to have your voices heard. Whether that’s by providing feedback, getting involved with our committees or assurance groups, or by simply sharing your story as a resident living in one of our communities.
  
  
• Alongside these, we’re also going to making some key changes to our communications – Making sure we’re honest about what we can and cannot deliver. Along with providing real life examples of where your feedback has gone on to make real lasting changes, and lastly how we can support you to feel reconnected to your communities again with things like regular residents’ meetings.

Once we’ve spoken to residents at our coffee mornings, we’ll be sharing more information about how all this is going to work in detail.