Customer Voice

We’re here to serve customers, helping maximise your quality of life. That’s why listening and acting on the customer voice is so important to us, ensuring you feel empowered and know we listen to your feedback.  

Check out our Customer Voice report to learn how your customer voice is listened to and acted on:  

 

Muir residents

Ways to get involved  

There’s lots of meaningful opportunities for you to get involved, influencing and scrutinising our strategies, policies and services.    

We’re Inclusive, so opportunities are varied and accessible. They include different channels such as digital surveys or in person events and levels of involvement, such as:  

 

Consultation from surveys such as the Tenant Satisfaction Measures.  

 

Empowerment through our National Residents Group (NRG)  

 

Engagement in different service and neighbourhood engagement activities such as #TheBigChat. These activities are tailored the diverse needs of customers in the areas they’re happening.  

 

Check out our ‘Get Involved’ framework for all the ways you can get involved.    

 

Accessible support, so you can get involved  

We’re Inclusive, offering support for our customers to get involved , which include :  

  • Tailored communications, making sure you hear about all the things relevant to you
  • Information in a variety of formats, including Braille, large print and translation services, on request.
  • Choice of different digital, telephone and in person ways to get involved.
  • Tailored events and activities to meet the diverse needs of customers in the areas they’re happening.
  • Support our National Residents Group by providing a device to access information, hybrid meetings and reimburs ing reasonable expenses.  

Please contact us if you different need support or would like us to consider reasonable adjustments for you to accessing information or getting involved.  

 

Resident Governance – hearing the customer voice    

Our customer voice is heard and acted upon in a variety of ways through our governance structure.  

 

Our National Residents Group (NRG):  

The NRG ensure customers have a greater say in how we work , shar ing their experience of the services we provide. It’s an important part of our governance , helping improve services and shape our future.  

This helps embed the customer voice within our governance ensuring transparency, influence and accountability.  

The Chair of our National Residents Group:  
  • Muir residentsUpdates the Board by attending Board meetings so the customer voice is listened to and the Board kept informed about the NRG’s work. This ensures a direct and effective link between the Board and our customers.
  • Is a member of the Group Customer Services Committee helping ensure customers views and feedback are listened to and considered before decision are made or recommended to the Board.
  • Shares an annual report of the work and achievements of the NRG with the Board which is published to customers here.

 

Our Board and Group Customer Services Committee (GCSC):  

  • We open all Board meetings with our customer stories – ‘ in their words', a review of strategic customer data. This helps us know our customers better, putting customers at the front of every board members’ decisions making.
  • Each report submitted to our Board and Committees explains how it links to the consumer standards and customer voice, showing how the customer voice, insight and influence has been considered.
  • We complete Tenant Satisfaction Measure (TSM) surveys with customers each year. Board and GCSC are updated, challenge and scrutinise our performance . If we’re not achieving our targets, they’ll ask for improvement actions to be taken.
  • The  GCSC is made up of Board members including the Member Responsible for Complaints and NRG Chair.
  • The GCSC Chair is a Board member and provides a regular report on customer insight and feedback to Board.
  • Our Board Member Responsible for Complaints ensures customer feedback is part of Board and Committee discussions. This includes the Housing Ombudsman Service Performance and Improvement Report, determinations and independent learning reviews.
  • The impact of our customer voice is impactful and evident from strategies, policies, service improvement and action plans. The outcomes of changes are reported to and monitored by the GCSC and the Board.