CUSTOMER VOICE
Making sure our customers have a voice when it comes to the services we provide is one of our key priorities. It’s essential that we’re not only listening to views, but crucially that we’re acting upon them.
Whether it’s our Customer Committee, scrutiny pools or the range of feedback we receive from customers across our communities, the views we get go directly into shaping and improving our services.
In 2020-21 we have:
Supported our involved customers to undertake 212 hours of training
customers completed surveys on our services
Customer complaint resolution:
complaints resolved at stage one
complaints resolved at stage two
complaints resolved with Ombudsman
complaints resolved through de-escalation
Our customers have helped shape:
Our customer service strategy
Our customer engagement strategy
The Customer Charter, Our Promise to You
The appointment of our Chief Executive and Executive Director of Operations
Our annual customer survey
Our new teams
Our customers have scrutinised:
Our response to the Covid-19 pandemic
