We have increased the opportunities you have to influence how services are delivered by introducing the “InsightXchange” our new tenant scrutiny forum, in October 2023. Our InsightXchange forum meets with us several times throughout the year to scrutinise our services, using insight from what you, our tenants are telling us. Together we decide what can be done to improve our services.
We also listen and act on feedback you send us through satisfaction surveys and your contacts with us. We received over 9,000 survey responses and have held 13 focus group events with tenants to review services and policies across a range of service areas including repairs and maintenance, community funding grants and aids and adaptations. We have used our customer voice to influence the development/revision of 14 policies in the year including a new Customer Vulnerability Policy, which sets out how we aim to provide services that are accessible for everyone and that you are treated fairly and with respect. We have also improved the cleaning contract for communal areas based on your feedback to keep your communal areas clean and safe.
We thank everyone who engaged with us in 2023/24 to help us improve the experience our customers receive.