being heard
Embedding resident voice to strengthen our systems, services and accountability
Listening and improving is a critical part of the Housing Choices journey. It reflects our commitment to using resident feedback to strengthen service quality and embed continuous improvement across the organisation.
Throughout 2024-25 we focused on building our capability to listen and act on resident feedback through our resident advisory committees, customer surveys, frontline feedback and other engagement channels. We are also working on our internal systems and resourcing to put listening and improving at the heart of how we operate. Although we are still early in this journey, the changes we have made are about creating the conditions for future improvement. The introduction of our new service model saw improvement in our resident voice and partnerships functions, which we are now embedding across the organisation. These resources are intended to ensure customer feedback is not only heard but increasingly translated into meaningful improvements to service delivery and customer experience in the years ahead.
Our Transformation Team continues to invest in the systems and processes to build stronger data foundations, enabling richer insights over time. Alongside this, we are putting in place greater visibility and accountability for our performance so that resident voices can more directly inform how we deliver services. While this work is still underway, the establishment of new structures and capabilities gives us a platform to strengthen and expand pathways for resident voices. We expect to see the benefits of these changes emerge more fully in the coming year.
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ANNUAL REPORT 2024-25
Image: Housing Choices Western Australia Resident Advisory Committee
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