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Digital options are preferred by customers to share their views.
We already have a number of ways that customers can share their views digitally and this will continue to be available.
This includes projects on The Hub, digital surveys, and quick polls. Groups such as Scrutiny and the Customer Forum are also held digitally.
Complete.
Phone calls and non-digital options were options suggested by customers as methods to share their views.
We’ve recently held in person and telephone focus groups. We’re considering offering phone calls as an alternative to digital surveys. Whilst our offer is primarily digital, we’re currently considering what our alternative options could be.
In progress.
Digital is the preferred way of attending meetings for engagement projects.
Our meetings for the Scrutiny Team and the Customer Forum are already digital. Panels are mainly held digitally due to our geography.
Complete.
Customers advised they would like to share their views with a Scheme Manager or Housing Officer.
There are new plans for Housing Officers to attend schemes more regularly. We're also planning more internal communication to raise the profile of the customer engagement work we do. Both can help us to work with colleagues that see customers regularly to share project information and gather insight.
In progress.
Leaseholders and shared owners advised they felt that this survey wasn’t for them.
This survey was for customers of all tenures, as are many of the projects we work on. We've plans in place for later this year to do more work with shared owners and leaseholders. This work will encourage them to share their views on the services they receive and can get more involved in our projects.
In progress.
Customers advised they felt we should take customer views from complaints.
We work within the same department as the Complaints Team and collaboration will continue to improve between our two teams. We have recently begun to look at other data such as complaints when completing policy consultations.
In progress.
Some customers felt they were too old to get involved. Some customers also advised of a disability that they felt stopped them.
Customers over the age of 16 are welcome to get involved with our projects. We’re doing more work on ensuring our projects are inclusive and accessible for all customers. The first step is to improve the data we hold on our customers. Once we know more about who our customers are, we can do targeted work on improving our diversity on engagement projects.
In progress.
Topics that are most important to people such as repairs, maintenance and complaints are the highest voted for an engagement project.
As the Repairs and Complaints Teams are going through a lot of change at the moment, there is little engagement work we can do other than continue to gather transactional feedback. We do have projects designed for planned works and complaints when the time is right.
In progress.
Customers would prefer to hear about engagement activities via newsletters and a large number of customers also suggested email.
We already send a monthly newsletter to customers via email. This includes information on our new projects and updates on recent projects. All customers registered to The Hub will receive this.
Complete.
When sharing feedback with customers, give them a way to share their thoughts with us.
We've added more comments sections and polls onto project pages where we're sharing updates.
