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The initiative provides an opportunity for us to listen, get feedback and adapt our services to improve customer experience.

Over the last six months dozens of customers have been sharing their views through surveys, workshops and three new customer panels have been established.

The panels will comprise of customers with varied experience and demographics. As well as leasehold, shared ownership and social housing customers. Panel members will be reviewing a wide range of issues including complaints, rent and service charge and communications.

The customer panels are:

• Customer offer: This panel will look at how we deliver services locally and help shape our improvement plans and service standards
• Digital and communications: Customers are involved with the development and testing of our digital services to improve communication
• Customer affordability: This is about how grant income and charitable funds are obtained, sustained, and distributed to meet customer needs. The panel will review our offer and identify any gaps in our funding support that would benefit customers.
  

David Kingsley has been a customer with A2Dominion for just over 2 years. He has been an active member of the Customer Engagement Programme since it launched, providing valuable feedback. He brings a wealth of knowledge from his studies in Housing Practice and Understanding Tenant Support.

David is a member of the Digital and Communications panel. He is passionate about inclusion and highlights the importance of having a diverse range of panel members representing different cultures, ages, and experiences.

He said: “Customer engagement is so valuable. I’ve really enjoyed being part of the panel, which provides an opportunity to engage with customers from different backgrounds, hear their views and build trust.”

David experienced some anti-social behaviour in the development where he lives and was able to provide valuable feedback on his experience of how the situation was managed, which included partnership working with the local police neighbourhood team.

He adds: “An important part of being on the panel is understanding how our feedback is being used to make changes and help shape services. I hope our involvement will make a positive difference to the experience of other customers.”

Customer feedback is already making a difference. So far this year we’ve:

• Improved how we write complaints responses, using feedback from customers who reviewed real examples that had been anonymised
• Made sure that policies and customer information is relevant, written in plain English and easy to find
• Put forward recommendations to enhance customer safety information so it is accessible, clear and relevant
• Promoted our accessibility and translations service more widely and included information as standard on our leaflets, letters and posters
• Provided feedback on how we can improve our digital services and make them more relevant and accessible to customers.

Karen Reid, Assistant Director of Operational Performance, said: “We’ve had a great response to the Customer Engagement Programme and are delighted to have our customer panels in development. Thank you to everyone for the time and insights they have given to help improve our services. We’ll be regularly sharing the actions we’ve taken following the feedback we’ve had.”

Find out more about our Customer Engagement Programme.