BIG CHAT MAGAZINE SHOWS HOW YOUR FEEDBACK WILL SHAPE OUR SERVICES
BIG Chat feedback is shaping our services as we share how we're acting to enhance our customer experience!
We've just sent a special Big Chat magazine to residents, explaining what we learnt and changes we're making thanks to your feedback.
The Big Chat saw us speak with more than 25% of all residents in Summer 2025, as colleagues mobilised across Muir to take to the streets and speak to customers on their doorsteps, at Big Chat community events, over the phone and online.
We listened and now we'll act on feedback you provided to help make services easier, smarter and better for everyone.
"Thank you to each and every resident who took part in The Big Chat," Rob Burrows, Customer Communications and Engagement Partner said.
"We had more than 1,400 valuable conversations with customers and we’ve been busy analysing what you told us and putting plans in place to act on this valuable feedback.
"The Big Chat magazine shows many of the facts and figures from The Big Chat, things we learnt and things we're already working on to improve on in areas that matter most to customers."
What you said...
We got some great feedback — learning that 89% of residents feel they are treated with fairness and respect, and that 85% feel safe in their homes.
You also told us we need to be more consistent in our approach, so we deliver a great service every time.
You should've already received your printed edition of The Big Chat magazine, but if you've not had chance to look at it yet, why not top up your tea cup and click the link, or the magazine image, to see it now: big-chat-magazine-2026pdf.pdf