Involved customer groups
Another way we connect with our customers is through our involved customer groups. This includes our newly formed Customer Voice Committee which is made up of customers, Senior Executives and Non-Executive directors.
We also have a Designated Complaints Panel and a Customer Scrutiny Panel. This year, the Customer Scrutiny Panel continued to investigate several services we provide you, to make sure we’re always putting you first. It’s about giving customers real influence – on big decisions, on how services are run, and on how we’re held to account when things go wrong.
During the year we consulted with you on 21 policies. Your feedback helped us to change, remove or introduce 19 customer services. Subjects ranged from updating our monthly customer eShot newsletter redesign, reviewing the Independent Living service charges guide and making changes to the kitchen and bathroom floor colour choices. We also reviewed our letters to you to make them clearer following feedback from our involved customer groups.
