Customer Voice
Our customers are at the heart of everything we do at Salix Homes. We’re passionate about ensuring their voices are heard and providing opportunities for our customers to help shape and improve our services.
In 2022/23 we have:
tenants involved in the governance and shaping of our services
training hours provided to engaged customers
Launched three new customer panels - Apartment Living Forum, Complaints Oversight Group and the Procurement Panel
Held 8 sessions with our team of 29 Community Connectors to discuss local issues
customer surveys completed
compliments for our colleagues and services were recorded
Our customers have helped shape:
Our new operating model – Our Future Together
Our new Values – Trustworthy, Inclusive and Successful
Our approach to tackling damp, mould and condensation
Our approach to measuring tenant satisfaction
Our customers have scrutinised:
Our approach to tenancy terminations – there were 10 service improvements and 15 recommendations
Our approach to supporting customers during an anti-social behaviour case – there were 18 service improvements and 10 recommendations
Focus On: Customer Panels
Never has it been more important for social landlords to listen to the voices of tenants, and we’ve adopted a modern approach to customer engagement, which echoes the calls being made in the Government’s social housing reforms for greater accountability, transparency and engagement.
This year we have established three new Customer Panels to focus on key areas of the organisation and give us suggestions and feedback to help us make improvements.
Procurement Panel: It’s important to us that we spend our money wisely and in a way that benefits our customers and communities, so this is where our Procurement Panel comes in. They’re involved in the procurement process and have a say on how we’re spending our money to help ensure we’re getting a good deal.