Our Communications approach
Shaped by you
This plan is shaped by customer feedback gathered in lots of different ways, including:
We will follow these guidelines to make sure we’re communicating with you in the best way. We will:
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Tenant Satisfaction Measures (TSM) surveys
Communication will be guided by our REACH values
Complaints feedback
Plan ahead – to give you enough notice and time to get involved
Put people first
Keep you updated on services and repairs
Be clear, accessible and inclusive – we’ll write in plain English so it’s easy to understand, and respect everyone’s background and preferences
Be more proactive
Open and honest – we’ll tell you the truth
The main themes from this feedback told us that you want our communication to:
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Empathetic – we’ll listen to your needs and say sorry when we get things wrong
Tailor messages to you
Regular customer service surveys
A review of written communication and tenant interviews
Be easier to understand with no jargon
Collaborative and two-way – we’ll make it easy for you to get involved and contact us
Timely – share updates with you promptly
Value for money – we’ll make sure our communication with you is cost-effective.
Accountable – we’ll be clear on how decisions are made and who makes them
Customer consultations (where we ask for your views before making changes to homes and services)
4 Improving our communication with customers
Improving our communication with customers 5
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