What do we want to achieve? STRATEGY AIMS AND OBJECTIVES
Our aim is:
To listen and use the customer voice to improve services and satisfaction, and to change things for the better. There are four objectives of this strategy. Each year an action plan detailing the priorities to achieve our aim and objectives will be developed and monitored.
Customer Influence
More customers will be involved and be directly influencing services. We will expand the ways in which you can get involved. We will strengthen and expand the diversity and number of customers involved in Scrutiny Panels and Service Improvement Groups. These will have a direct influence on decisions taken by our People and Places Committee around policy, performance and service improvement. How will we do this? ● Increasing the opportunities for customer participation. ● Engage a new customer panel to oversee the delivery of this strategy. ● Launch complaints, repairs and customer access improvement groups. ● Review the role of tenant scrutiny as part of our governance structure.
6 | Customer Voice Strategy
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