An update from the Customer Committee
In the last edition of My Great Place, we introduced you to the members of our Customer Committee.
The committee is now in full swing, with their third meeting taking place in early September. During the meeting, members of the committee received a presentation from Carl Holloway, our Director of Communications, looking at how customer communication campaigns work, how we intend to measure the success of those campaigns and what is in the pipeline for the rest of 2024 and 2025. Committee members were able to provide feedback and ask questions, with key areas of focus being on the data available to measure the impact that the communication is having.
The committee provided input into the development of the priorities for the new Customer Experience Strategy, which we consulted on with customers through April. The next step is for this feedback, and feedback from Board, to be included in the final version which is due to be completed in early 2025.
As well as this, Steve Mather, our Chief Property Officer, attended at the committee’s request, to allow for a deep dive into the Repairs Service and the new Repairs Strategy which is currently in development. This prompted some interesting discussions about the current challenges being faced and the priorities for the service to ensure we are taking a ‘right-first-time’ approach and striving for an improvement in our Tenant Satisfaction Measures scores.
As always, committee members scrutinised performance data from across the organisation to allow them to understand more about how we are performing.
You can stay up to date with how we are performing, key messages and what we are doing to help improve the lives of our customers by following our social media channels.
You can find out more about each of the new Customer Committee members below.
