Customer Influence Strategy - Listen

Last month we updated you on our new Customer Influence Strategy 2024-2028 (read it here). We want to share more information about how we’re working to implement the ‘listen’ aim of the strategy.

We will listen to customers voices using feedback in everything that we do.

The success of this strategy depends on how we demonstrate that we listen, how we take ownership of your feedback and interaction with us, and do something with it to create positive outcomes. Some of these include:

• Services and decisions that reflect all our customers’ voices and insight – not just those of our involved customers - ensuring improvements are representative of lived experience and customer demographics
• Customers will feel that their views are taken into account and that they’re listened to as a result of us demonstrating this in our actions and performance
• Customers will feel that service standards meet their needs and expectations and that the quality of services is improving, demonstrated through service related satisfaction
• Customers and staff will be clear and confident about the purpose and intended outcomes of all collaboration activities with an understanding of the time needed to listen and consider customer views and the level of influence demonstrated by our feedback on impact
• Customers will be more satisfied that their views are influencing decisions

Delivery plan update - listen

We’ve been working on developing staff guidance to increase customer influence opportunities.  Developing the best ways that you can collaborate with us, as well as a calendar, so you have more choice in advance on how and when to work with us. We’ll publish the calendar in a few weeks on our Get Involved page, as well as an updated delivery plan so that you can see our progress.

We’ve been working across the other aims too and will update you on the ‘understand’ aim next month.

TPAS

We’re aiming to achieve the TPAS landlord accreditation in resident engagement. This can only be achieved as a result of collaboration between staff and customers and where we can demonstrate our customer culture.

TPAS is a landlord and tenant membership organisation who have championed tenant engagement in England since 1988. We are members and this is extended to all our customers. If you would like to join TPAS, please contact the Customer Influence team on CustomerInfluenceTeam@vividhomes.co.uk.

The TPAS landlord accreditation in resident engagement was mentioned in the Charter for Social Housing Residents.

There are 48 standards we need to meet across 7 themes, by evidencing how we’re meeting them through our work with staff and customers.