Our commitment How we will do it
We will develop our offer of ways to get involved and publicise these to reach as many people as possible. We will ask you what sorts of opportunities you would like. We will engage with you at a time and place that suits you and use your preferred method. We will use a mixture of face-to-face, telephone and online ways to get involved. We will help you to be able to get involved by providing transport, large print, translation services etc. We will respect you and ensure all tenants have the chance to give feedback and be listened to. We will make sure staff from all service areas understand the importance of customer involvement and use the Southway values in their work. We will make necessary adjustments where applicable and work hard to ensure the diversity of all our customers is represented. We will help you to be able to get involved by providing transport, large print, translation services etc. We will use clear language in letters and other documents. We will tell you the outcomes of consultations including any changes made as a result on our website, in our newsletter, via social media and on our noticeboards. We will look at all feedback and learn from what you tell us. Our new Customer Experience Team will be specifically focused on complaints we receive to ensure we learn from them and make necessary changes to the way we do things. We will be honest with you, and when changes cannot be made because of your feedback we will explain why.
Menu of opportunities
Flexible
Different options
Remove barriers
Respect
Consistency
Equity, Diversity and Inclusion
Remove jargon
Reporting back to you
Learning from what you tell us
Honesty
10 | Customer Voice Strategy
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