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:
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.3e003dd54bdc.png?)
Supported our involved customers to undertake 212 hours of training
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.b0e1016afa82.png?)
customers completed surveys on our services
Customer complaint resolution:
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.67ceb4788929.png?)
complaints resolved at stage one
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.714be8a7e97d.png?)
complaints resolved at stage two
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.9c562df7ba8e.png?)
complaints resolved with Ombudsman
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1.55b6d009cc06.png?)
complaints resolved through de-escalation
Our customers have helped shape:
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/5.6af8a4d91fae.png?)
Our customer service strategy
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1f339b2214e1b.91461caaea88.png?)
Our customer engagement strategy
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1f339b2214e12.7099b8b1f9e3.png?)
The Customer Charter, Our Promise to You
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/3png.086c0607960e.png?)
The appointment of our Chief Executive and Executive Director of Operations
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/asset_1f339b2214e127099b8b1f9e3.84b27885da30.png?)
Our annual customer survey
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/4.49ea94da05d5.png?)
Our new teams
Our customers have scrutinised:
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/2png6ded7f4fb907.5bac897b7a4d.png?)
Our response to the Covid-19 pandemic
![](https://assets.foleon.com/eu-central-1/de-uploads-7e3kk3/15171/342ee1153d6b9.572045d8c6f0.png?)