Your voice matters and we’re listening
We’re making real progress in involving you in the decisions that shape our services — more than ever before. In April, we launched our Customer Voice Strategy , a clear commitment to listening, acting on your feedback, and giving you more influence over how things are run. Since then, we’ve expanded the ways you can get involved, including these new groups where customers and staff come together to make services even better: • Homes in Focus Group C ustomers work with us to look at our future home improvements programme, including new types of products we might use, and the Warm Homes programme. This aims to make sure your homes are warmer and easier to heat. They will also contribute to the new Asset Management Strategy, our plan to ensure your homes are safe and good quality. It helps us make decisions about repairs, improvements, and sustainability, with your needs in mind. • Customer Service Access Group This focuses on how you contact us, whether by phone, online, or social media. Customers work with staff to review how well we’re meeting your needs and explore ways to improve. They join our existing Repairs Service, Complaints , and Anti-Social Behaviour Service Improvement Groups , where you can play a vital role in improving those services. The Repairs Group is helping to make sure our new Responsive Repairs Policy focusses on what customers need and monitor service performance. Between April and June, 368 tenants joined meetings and surveys, 300 of which completed Tenant Satisfaction Measures questionnaires. Changes we’ve made, thanks to your input, include: • A clearer process for identifying emergency repairs • A new system for ordering materials, reducing travel time for operatives • A cost-effective, high-quality toilet seat now standard in tenants’ homes
2 southwayhousing.co.uk
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