Customer voice reports

This is about more than the number of people who got involved – it’s about what changed because they did. In this part of the report you’ll see:

• Interesting numbers on how much the customer voice has impacted investment, and what it has delivered, shaped and enhanced
• What we a building on now with customers to ensure we are embedding customer voice into how Beyond Housing delivers services.

You said, we did is all about how engagement with customers has influenced many changes and enhancements to our service throughout the year. Here’s a couple of you said, we did examples taken from the report.

Fixing everyday issues that matter 

• You said – Anti-social behaviour, misuse of spaces and safety concerns were affecting your neighbourhoods
• We did:
  • Installed fencing, gates and barriers to prevent misuse of communal areas
  • Introduced additional security measures in targeted locations
  • Worked with partners including local authorities and police to address persistent issues.
• The difference – Safer communities where customers feel more secure.

#Supporting customers in their homes

• You said – Support when moving into a home makes a real difference
• We did:
  • Increased funding for furniture and support vouchers
  • Reviewed and improved how the scheme works
• The difference – More customers supported when starting a new tenancy.

Your voice matters, and this year, it has continued to play an important role in shaping how we deliver services, communicate and make decisions. Here are the key takeaways, at a glance:

• Customers told us that communication needs to be clear, accessible and easy to understand
• Customers told us that when something goes wrong, what matters most is how it is handled
• Customers with experience of ASB told us that support and communication are just as important as the action taken
• Customers told us that unclear next steps and the need to chase appointments created frustration
• Customers have played an important role in shaping digital services this year
• Customer voice continues to influence a wide range of activity across the organisation.

Behind every compliment is a real moment where a colleague made a difference, whether that’s resolving a complex issue, supporting a customer in need, or simply taking the time to listen.

• Over the year, we received 275 compliments from customers with customers consistently telling us they value:
  • Care and empathy
  • Professionalism
  • Colleagues going the extra mile
  • Support during difficult or vulnerable situations.

Read a snapshot of these compliments in the report.

The customer forum is a key part in how we make sure customer voice shapes how we deliver, manage and improve our services. In the report you can read:

• What the customer forum does
• What happens at each meeting
• Quarterly highlights
• And what the forum will be doing in the future.

Tenant satisfaction measures (TSMs) help customers evaluate their landlord’s performance and assist the Regulator of Social Housing (RSH) in identifying areas for improvement. Read the report to:

• Read more about our good progress
• View the full score table.

Next year, we will build on this progress, moving further from activity to impact. The report lays out the following goals:

• Strengthening scrutiny
• Improving transparency
• Expanding involvement
• Using insight better
• Embedding customer voice in decisions.