Customer voice reports
We believe in giving our customers a voice – one that can shape, monitor, and actively participate in the services we provide.
Our customer voice reports below each highlight the ways you, our valued customers, have influenced and shaped the delivery of our services over the years.
In the reports, you’ll find summaries of the positive changes we’ve implemented based on your feedback, as well as details of recent and upcoming engagement activities designed to ensure your voices continue to drive improvement.
View a quick summary from our most recent Customer Voice Report in the clickable drop-downs below.
- Celebrating great customer service
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A heartwarming Christmas story
We’re proud to highlight the exceptional work of our benefit caseworkers and customer income advisors.
Recently, they helped a customer struggling with energy debt and mental health challenges. With the funding application closing at 12 noon on Friday 20 December, the team acted quickly with a coordinated effort to ensure timely submission.
A customer income advisor visited the customer to collect the necessary evidence and shared this with the Benefit Caseworker team who submitted the form before the deadline. The customer was awarded £650 to help with their energy debt.
The customer expressed immense gratitude, calling it “the best Christmas present ever” and referring to the team as “angels”. This support means the customer can now buy a Christmas present for their daughter. This heartwarming story exemplifies the dedication and compassion our teams bring to their work every day.
Read more great examples on page 3 of the Customer Voice Report.
- Customers said, we did
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Customers told us: Disposing of unwanted bulky medical equipment, such as walkers, crutches, wheelchairs, and hospital beds, was a significant challenge in Scarborough. This not only led to storage issues in their homes but also meant that vital medical resources were unavailable to others in the community who needed them.
What we did: We’ve established a new process in Scarborough to help customers dispose of and recycle bulky medical equipment. Our housing officers can now complete a simple form to arrange for our Caretaker services to collect these items. They will then be stored securely in a central Scarborough location, ready for recycling and reuse. This initiative helps our residents declutter their homes, ensures that valuable medical equipment reaches those in need, and supports our commitment to reducing waste and promoting community recycling.
- Customer compliments - celebrating success
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Great service: “Thank you to the service centre advisor for being marvellous and caring whilst dealing with a cat that had become stuck under my floorboards. I am also very grateful to the joiners who attended, they were brilliant.”
Considerate: “I would like to say that the joiner who came to replace some kitchen cupboards yesterday went above and beyond to ensure the kitchen didn’t look mismatched. I am absolutely delighted with the result and have high praise for the joiner.”
Impressive: The Falls Pathway Manager at Yorkshire Ambulance Service – “I’d like to pass on my thanks to all the Reach & Respond responders for the incredible work they do supporting the pathway. In October, out of 27 call-outs only 1 required an ambulance to attend.”
Read more customer compliments on page 7 of the Customer Voice Report.
- Voice of the customer
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Striving for excellence in new home builds
As we continue to strive for excellence in our new home builds, we have gathered valuable feedback from our customers. This feedback highlights both the positive aspects of our services and areas where we can improve. Read more on page 8.
Neighbourhood improvement project
We strive to keep communities safe and ensure customers have a say in decisions that impact them. Customers had highlighted to us and local ward councillors that they were experiencing anti-social behaviour in the open space of Chestnut Grove. After listening to customers’ concerns, we developed a scheme which was presented during an on-site consultation on 12 October 2023 and then set about delivering the improvements in 2024. Read more on page 9.
- Engagement and involvement spotlight
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Mayor’s listening event
In December, we hosted a listening event with David Skaith, the Mayor of York and North Yorkshire at Scarborough’s Royal Hotel.
The aim of the event was to allow David to listen to residents in our coastal communities about what matters most to them, helping define priorities for our region.
- Customer engagement
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From past events and achievements to future plans and priorities.
This section of the report provides a detailed overview of the involvement activities, showcasing the essential role customers play in shaping and improving the services we deliver.
