Exciting times ahead ... Customer Influence

With this in mind, we recently consulted with customers and colleagues here at VIVID, to shape our Customer Influence Strategy.  

Over 1300 of you had your say, sharing really important insight around: 

• when and how you’d like to be involved 

• the kind of support and incentives that will make a difference when you get involved 

• where we need to share more details around the customer influence opportunities available, and  

• the service areas that matter most to you, namely repairs and maintenance, improvements to your home and anti-social behaviour.  

We’ve used your feedback to shape our strategy, which following customer feedback within VIVID Impact and our customer service committee, has now been approved by our Board and is being launched on 24 July 2024! You can view the strategy here.

The framework within our strategy, shared below, will guide everything we do, enabling us to be flexible to address what’s important to you.

We have a delivery plan showing you what we want to achieve (you can view this here).   

• listening, to use your feedback in everything we do 

• providing guidance to you to be able to contribute, we want to understand your feedback and build inclusive ways for you to influence what we do 

• learning from insight and collaboration activities and share with customers what we are learning to facilitate a culture where everyone at VIVID can demonstrate that you, our customers, are at the centre of everything we do, and  

• acting on customer feedback and influence through increased communication, keeping you informed about how we are achieving our purpose. 

View the Customer Infuence wheel here.

We’ll also be prioritising the work on opportunities for customers to work collaboratively with us around repairs, maintenance, improvements to customers homes and anti-social behaviour.  

We’ll work with our involved customers to update you on our progress through regular articles in your customer newsletter.