Representative Body scrutiny review makes it easier for customers to provide feedback

We know we can only improve by listening to the views of our customers and acting on that feedback. Recently, our Representative Body scrutiny panel have been looking at some of the barriers that mean our customers don't give feedback to us after we've made improvements to their home through our investment programme.

Following this scrutiny review, we're making some changes to make it easier and simpler for customers to provide feedback after we've done work in their home - such as new kitchens or bathrooms. 

At their meeting on Monday 19 October, the Representative Body approved an action plan to deliver these improvements. These include:

• Review the information we provide to customers so that they understand how to give feedback and why it is important
• Look at how we can take feedback in-person while our surveyor is reviewing the work, so that customers don't need to do this on a separate occasion
• Improve our customer information so that we ask them to provide feedback using their preferred method
• Offer support to understand and complete feedback forms where appropriate
• Make sure we ask for feedback at times which are convenient to our customers

In total, we accepted seven of the seven recommendations made by the scrutiny review panel. A recommendation to trial incentives for completing the survey was not accepted as we did not feel that this promoted equality of service to all our customers.