What you can expect from us – our service standards
- We will work with customers to continuously improve all housing and related services
- We will share results with you and report back on action taken as a result of your feedback
- We will treat you fairly and without discrimination or prejudice
- We will support you through any participation or involvement activity as you need it
- Customer Service standards – when you contact us
- Feedback – for comments, compliments and complaints
We want to provide fantastic services for customers and would like your help!
We want to hear your thoughts on our services, your homes and your neighbourhoods. This will help us to develop and deliver the best possible services for you.
There are loads of good reasons to get involved!
You can make a big difference to what we do and the way we do it – making things better for customers!
You will also gain experience and skills that could help you into work or access training. It's also a great way to meet new people and make friends!
We will support you to get involved, however you choose to do it.
|Option||What is this||Committment|
|Customer Voice and Assurance Group (CVAG)||Strategic customer group. Their role is to review and scrutinise the quality of services and homes that we offer to identify what works well and what may need to improve. CVAG||Monthly meetings|
|Scrutiny reviews||Customers can provide feedback on services being scrutinised by the CVAG.||Flexible|
|Focus Groups||Focus Groups are small groups of customers who meet to provide feedback about our services and recommend improvements. If you want to be part of an on-line survey group or focus group, please complete the 'sign me up'.||Flexible: customers can attend focus groups as often as they wish|
|Independent Living Scheme Residents Meetings||Customers who live in our sheltered and supported homes can comment on the support services they receive at their scheme, at regular residents' meetings and events.||Flexible: customers can attend meetings as often as they wish|
|On line surveys||We regularly carry out surveys with customers to ask them about the services they have received. You can complete a survey by telephone, email or text. If you want to be part of an on-line survey group or focus group, please complete the 'sign me up'.||Flexible: customers can complete surveys at any time from the comfort of their homes. It only takes a couple of minutes|
|Social Media||Customers can comment, make suggestions and share our posts on our Facebook, Twitter and Instagram pages. We also use social media to ask for customers options, make them aware of things that are going on in their neighbourhood and our services.||Flexible: customers can post comments any time.|
|Community Events||We hold events in the local community throughout the year.||Flexible: customers can attend as often as they wish|
|Digital awareness training in the community||Customer can attend one of digital training courses to help improve their skills and confidence. (Please note: These have been suspended for the present during COVID-19 pandemic)||10.5 hours over 5 weeks - Details|
|Become a Digital Volunteer||Helping other people to improve their digital skills.||Between 2-10 hours per week to suit each volunteer|
If you want to be part of an on-line survey group or focus group, please complete the 'sign me up'.