Customer Voice Partnership - How it works

 

The Customer Voice Partnership reflects our shared commitment to listening, learning, and acting on what matters most to customers.

By creating a clear and meaningful connection between customer insight and decision-making, the Partnership ensures that lived experience plays a central role in driving improvement, influencing our future direction and shaping servies we provide.

At its heart, this is about working together with openness, respect and a shared purpose to make a genuine difference for our customers and communities.

 

This Charter outlines how our Customer Voice Partnership works in practice bringing together customers to shape the services we deliver and the decisions we make: Customer Voice Partnership Charter.pdf [pdf] 104KB

 

How it fits together

Our Customer Voice Partnership has been co-created with customers.

It connects with our governance structure, ensuring the wider customer voice is heard at every level and has a real impact on decisions we make.

 Customer Services Committee diagram

 

Our Customer Voice Partnership Structure

Our Partnership reports into our governance through the Customer Services Committee, with a clear and direct link with the Board when needed. This ensures the customer voice is not only heard - it has real influence on the decisions we make.

Customer Voice Parnership Structure

 

What does this mean?

  • A strong, direct connection between customers and decision-makers
  • Clear accountability through the Customer Service Committee
  • The ability for customer insight to shape Board-level discussions
  • Greater influence for customers across all services