You said, we listened: How we have listened to you, and used your feedback
Throughout the magazine you will have seen that your involvement has influenced Great Places’ services. Your input is vital to ensure that we are putting the voice of our customers at the heart of everything we do.
From January to June 2024
47,000 emailers were sent to customers, with opportunities to get involved.
11,000 text messages were sent to customers we don’t hold an email address for.
We have encouraged consultation for all customers at community events, community centres and by visiting people’s homes. Opportunities have been advertised in the customer magazines, monthly e-news emailers, sent via post and text messages.
8,261 visits were made to our digital customer platform, Our Voice.
1,678 customers completed surveys about our services.
Thanks again to the 1,678 customers who took the time to give their feedback, share their experiences and complete the surveys. You have helped to shape our new Corporate Plan, Here for our customers, which you can find more information here, and our new Customer experience strategy, which you can find more about in the pull-out box on the right.
As well as the organisation-wide consultations we have completed since January, we have been working with our Independence and Wellbeing customers in their homes.
Look out for more updates and opportunities to have your say in future. We will continue to use a range of ways to engage with customers.
Coming soon... We will be contacting customers about a number of services that may affect your tenancy.
Customer Experience Strategy update
A big thanks to all our customers that provided feedback regarding our Customer Experience Strategy earlier in the year. We received a great response, with almost 1000 customers sharing their views.
Customers told us that the things most important to them are that we:
- Keep our promises and do what we say we will do
- Provide a timely response
- Ensure customers feel listened to and informed
Customers also said that being polite and friendly, delivering right-first-time services, prioritising services most important to customers and understanding customers' needs were also valued.
We are currently working with colleagues, our Customer Committee and Board on how we respond to this feedback and embed this as practice within the services that we deliver. We are then looking to weave this feedback within the key objectives in our new Customer Experience Strategy, ready for launch in the new year.
We will keep customers informed of progress.