CUSTOMER SERVICE SHAPED BY YOUR FEEDBACK IS IMPROVING YOUR EXPERIENCE
WE’RE always eager to provide great customer service, and you’ve told us about many of the great experiences you’ve has as a result.
Your feedback gives us a platform to design services that suit you, and by listening and acting on what you say, we’ve been able to provide the right support at the right times – working with people to maximise their quality of life.
Here’s some of the ways we’ve been responding to what you said and ensuring services meet your needs…
You told us you wanted us to be more visible in your communities…
We held lots of local events in each region with support from local partners to make them a ‘one stop shop’ for our customers. Each had a focus on local issues, which customers told us mattered most to them. These included:
• Anti-social behaviour in the North
• Cost of living pressures in Cheshire West
• Parking and dog fouling in Cheshire East
• New repairs providers in the East.
You told us:
“It’s great to have the chance to get our meet the new staff face to face.”
“It’s always good to see staff on our own estate.”
“In the past, we haven’t been told when our housing officer has changed so it’s great to meet Jo so soon.”
We responded to your needs when there were four refuse strikes in Warrington…
Helping you dispose of rubbish when you became worried the build up of waste might cause pest problems and other issues meant we reduced the impact of refuse strikes on you.
We know our vulnerable customers may be less able to dispose of their own rubbish.
We identified the right neighbourhoods to visit with Muir Property Solutions (MPS) and collect and dispose of rubbish – showing we cared about the challenges customers were facing.
Our Tenancy Sustainment Officers helps residents through difficult times, supporting them to access benefits, increasing income, finding funding opportunities and lots more….
Jeremy received help from Muir’s Tenancy Sustainment Team, who supported him to access benefits that increased his income; and got energy advice.
“Without the help of the tenancy sustainment service I’d have been really struggling and worried about losing my home,” Jeremy said.
“If my income didn’t change with the help of Daniel, I feel I would have still been using the foodbank.
“The pressure has now been taken off a little and I feel more confident. Other people have also commented on this which makes me feel good.”
You can access our tenancy support here: www.muir.org.uk/tenancy-support
We saw customer satisfaction had dropped in Baronia Place, Nantwich and we wanted to know why…
We contacted residents inviting them to an engagement event with partners including MPS, Cheshire Police and our grounds maintenance contractor, Tivoli.
More than half the residents attended the event giving us a clear understanding of what matters most to them. It helped us be visible in the neighbourhood and let customers know we’re listening and acting.
We’re working hard now to do what we said we would to tackle the local issues. We’re keeping Baronia Place residents informed with targeted communications straight to them.
Your customer experience matters to us and we’re always working on the things you say matter most to you.
We’re celebrating Customer Service Week 2024 – from October 7th-11th.
If you’ve got some feedback for us, you’re welcome to contact us here: www.muir.org.uk/customer-feedback-form