Customer engagement

Across everything we do to learn from our customers, we work to four guiding principles:

Open:

We’ll always be open, honest and transparent. We’ll update our residents with how their involvement has helped, and what’s changed as a result.


Innovative:

We’re constantly trying new ways of getting input from our residents, and trying to make sure taking part is as easy as it can be.

 

Iterative:

We like to test things out, and often make changes and improvements as we go along, so there’s less of a chance we spend time and money on something that turns out not to work.

 

Representative:

We're committed to our more formal activities being genuinely representative of all our customers - particularly based on location and customer group.

 

What our residents can expect from us

We will:

  • Provide opportunities for our residents to get involved in a range of different projects, so that they can find something that interests them.
  • Invite them to take part in projects or activities that we know are interesting or relevant to them, based on what they tell us. 
  • Offer them a quick and easy way to share their views on changes that have a direct effect on them and their communities.
  • Make it easy to suggest activities and improvements that would benefit where they live.
  • Use existing opportunities, like scheme coffee mornings, to gather their views; rather than ask them to go out of their way on another occasion.
  • Tell them about the difference they’ve made by taking part in a project or sharing their views.
  • Provide training, mentoring and coaching, and any other help they need to take part.
  • Publish an annual report that shows what work we have done in this area, and the impact it has had.
  • Support them to form a local residents group through our grants programme.