Putting customers at the heart of our business

Since 2020 we’ve been building a new and exciting way of working together t hat’s changing how decisions are made, and how your services are delivered.  

What changed in 2020? This was the year we launched our first customer engagement strategy, and it established the principles that have driven real change in how we work with our customers since:  

  • Customer feedback matters. We collect hundreds of responses to feedback surveys on our overall service, as well as real time feedback about transactions with us  

  • Our customers are involved in decision making, from providing feedback, to becoming members of committees that advise on and shape our key decisions  

  • The level of satisfaction that you report matters. Our teams use your feedback to celebrate great service and to improve what they do, and they have targets for continual improvement  

We’re now proud to have customers involved in influencing and governance; from our Customer Voice Panel which now has 2,670 people, to our Customer Insight Group, Customer Experience Committee and finally our Board with a customer who is a trainee Board member.    

We care about the service we deliver and have developed ways of collecting feedback on 15 types of service .   You tell us about your expectations and what you value. And when you tell us we need to improve, your feedback helps us to see where and how.  

What’s next?  

Rachel McFarlane, Executive Director of Customer Experience said:

Our new Customer Engagement Strategy ensures we build upon the strong foundations we've developed to make sure customer engagement is at the heart of our business. Through better understanding our customers and communities, actively involving customers in decision-making, tailoring our communications, and fostering a culture of respect and transparency, we aim to be open, empower customers, improve services while maximising value for money, and nurture a sense of community and partnership in our neighbourhoods.  

“You can make your voice heard in a way that suits you , at a time that suits, and with the time commitment of your choosing .”  

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