Check, Challenge and Act

We believe customers should have a real say in the services they receive.  That's why one of the key roles of our Customer Voice Partnership to review services and make sure we're delivering on our promises.  

Rather than calling this scrutiny, we use the phrase - Check, Challenge and Act. We think it better reflects what this work is all about. Customers check how services are performing, challenge us where things could be better, and make sure action is taken when improvements are needed. It's about open, honest conversations, listening to lived experiences, and working together to make a positive difference.  

Most importantly, Check, Challenge and Act ensures that customer feedback doesn't stop at being heard, it helps shape decisions, influences priorities, and drives meaningful improvements for customers and communities.  

Our Check, Challenge and Act approach is driven by what customers tell us, alongside service performance, complaints and TSM results.  

When a review is commissioned, we choose the best way to explore the issue, whether through a service review, deep dive or task and finish group. Our focus is always on making a positive difference by improving services, strengthening communication and delivering better outcomes for customers.  

The model below shows how Check, Challenge and Act turns customer feedback into meaningful action and improvement.