Customer Influence – acting on your feedback

We’re currently developing a dashboard which we’ll share in the new year. This will enable you to see what ‘customer influence’ work we have underway, and the impact of this on the services we provide.

We’re also working with our Risk and Assurance colleagues to ensure that we involve you in the development of our customer-facing policies as and when they’re due to be reviewed. You’ll see the influence opportunities around this over the next few months in our new Customer Influence Calendar.

Our work towards achieving the Tenant Participation Advisory Service (TPAS) accreditation in resident engagement is progressing as planned. As part of this process, we will be asking customers for feedback around our approach to customer influence. We’ll share more about our progress and the next steps on this journey in future newsletters.

Spotlight – planned maintenance

A group of 32 customers have recently joined us in an online webinar, with colleagues from our asset management team, to help us create service standards for our planned maintenance service.

They shared feedback on their expectations around service delivery including communication, contractor performance and transparency within the planned maintenance process.

We’ll share more on this in December, once the work has been completed.

As a thank you, we entered everyone who attended into a competition to win a £150 Amazon voucher. Congratulations to the winner, Helen!

Spotlight – VIVID Impact

VIVID Impact are a group of dedicated customers who work alongside us to scrutinse and improve our services. Recently, they’ve been carrying out a deep dive into ‘the repairs customer journey to explore communication of repairs throughout (internally and externally) to improve customer satisfaction and reduce related complaint themes’.

The panel attended a scrutiny day where they reviewed our policies and procedures, customer complaints and feedback, exploring key challenges and potential areas that could be improved. The report findings and recommendations will be shared toward the end of the year with all customers after the recommendations have been approved.

For VIVID Impact’s next review, we’re inviting more customers to join us for a day to work with us to explore in more depth what works well and what can be improved.

No experience is necessary, just enthusiasm for working together, meeting new people and to be prepared to get stuck in. Support and guidance will be provided as well as travel expenses.

Webinar workshop – shaping our neighbourhood services standards

We’re also running a webinar for customers to help us shape our neighbourhood standards, on Wednesday 4 December.