How we have listened to you, and used your feedback
Throughout the magazine you will have seen that your involvement has continued to influence 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 April 2024 to March 2025:
118,521 emailers were sent to customers with opportunities to get involved
6,970 text messages were sent to customers with opportunities to get involved (where we don’t hold an email address)
4,174 postal invitations were sent out to customers
120 face-to-face and telephone conversations were had
3,542 visits onto our digital customer platform, Our Voice
2,633 customers completed surveys to give their feedback about our services
Opportunities to get involved have been advertised at community events, in our community centres and when colleagues are out and about visiting customers in their homes and communities. We also include information in our customer magazines, monthly e-news emailers, on our social media channels and by text and post where required.
Thanks again to the 2,633 customers who took the time to give their feedback and share their experiences about our services. Over the last year you have helped to shape:
- The first stage of our Repairs Review - you told us this was one of your priorities as part of the Corporate Plan consultation last year.
- Our new Customer Experience Strategy (see page 18 for more).
- Our review of how we deal with your complaints.
- How we keep customers living in high rise buildings safe with regards to fire safety.
- Articles you want to see in newsletters like these.
- What information you would need if you were moving into a new-build home.
- Consultations about your tenancy, which will be used not only to update our tenancy management policy, but also our tenancy agreements with customers.
Look out for more updates and opportunities to have your say in future editions of the magazine.
Coming soon... we will be contacting customers again about other areas of the Repairs Service.
Consultations you might have seen on Our Voice (customer digital engagement platform) in the last 12 months include:
Managing your tenancy - what is most important to you?
Pets - what should happen when you or a neighbour want to have a pet?
What support would you need if you had pests in your home?
Abandoned (empty) homes
Keeping you homes and gardens tidy
Our Repairs Service: tell us what is important
