Customer voice
Hearing from customers and understanding what matters to you helps us improve our services, and create better customer experiences. We'd love you to get involved!
Customer Voice
Customer Voice provides you with the opportunity to have your say on the services we provide.
It's important that customers are at the heart of everything we do, so we make sure your voice is heard and valued right across our organisation.
We’re working on building a culture where your feedback's actively sought, understood, and used to improve things at One Manchester.
As a result of this, we want to hear that you're feeling listened to, respected, and that we value and act on your feedback.
Your say, your way
We've designed a Customer Voice Framework, a full menu of ways to get involved and shape One Manchester, with flexible choices for however much time you have to commit and whatever your preference, it's your way, you way.
Feedback and shaping services
We want to involve more customers in feedback and scrutiny activities, as well as those we already have. Having Customer Panels means we can give more customers a chance to be involved and hear from diverse voices. These customer groups and panels are also helping us focus on the services and topics that customers have told us are most important to them.
Our Customer Voice Strategy sets out how we make sure that customers' voices are heard and valued across the business.
What customer voice shapes
We make sure that the customer voice influences every area of the business, but here are some of the specific areas that are regularly shaped:
- Our policies and processes: We change and improve these based on customer feedback.
- Our decision-making: Decisions affecting customers are only made following customer consultation, which might be done by a Group, Panel, or survey. Complaints learnings: We make continuous business improvements as a result of complaints. You can read more about this in our Complaints self-assessment.
- Service adjustments: We make changes to how we deliver services based on customer feedback.
- How we tailor services: We use feedback to understand how we might need to tailor our services to individuals and neighbourhoods.
As a result of our launching our new framework, customer voice will also influence:
- Our contracts: Customer engagement will be part of our procurement process so you can have a say on how we procure services and contracts that are efficient and effective.
- Our communication: We’ll make changes to things like our website and newsletters to make sure they’re customer-friendly, based on feedback.
Opportunities to let us know how you feel
We’ve designed a customer voice framework which provides our customers with the opportunity to get involved in giving feedback on services. You can get involved as much or as little as you like, working together with other customers to share suggestions on how we can improve our services, processes, policies and overall decision making.
Formal decision making and scrutiny
Our commitment to improve services needs to be driven by the people who live in our homes and who our decisions impact the most. It’s part of our role as your landlord to hear your voice and opinions, shape how we deliver services and ultimately improve the customer experience.
We have four formal groups which meet to discuss how these improvements can be made to our services, by giving direct feedback during meetings for us to reflect and act on.
What's involved in our panels?
As a result of customer feedback, we launched six Customer Voice Panels last year. These discuss specific topics that you’ve told us are important to you, including new or revised policies.
You’ll be able to contribute in a way that suits you:
- In person
- Over Teams
- Email online
- Surveys
You get a £20 voucher for each in-person meeting you attend.
Join one of our panels
Tenancy Experience (TEX) visits
Neighbourhood Officers (NO) meet customers in their homes on an annual basis. This is a chance to talk to us about anything! Your Neighbourhood Officer will make sure your feedback reaches the right place.
Find your local drop-in.
Tenant Satisfaction Surveys
We get in touch with around 200 customers every month to ask questions from the Tenant Satisfaction Measures. A company called IFF does this on our behalf – you can read more about our Tenant Satisfaction Surveys.
Email Surveys
If you’ve told us you’re happy to give feedback, you’ll be included in emails we send out to our email survey group and invited to take part in our consultations. These can take as little as 2 minutes or up to 15.
Text surveys and polls
Texts are a quick and easy way to give us feedback about a service you’ve used while it’s fresh in your mind. These only take a minute or two and go a long way to helping us improve our services.
Complaints
Customer service is a key part of One Manchester's business and our aim is to provide excellent quality services for our customers at all times. However, we know we can’t deliver a perfect service every time and when this happens we want to know about it.
Creating your own customer group
We want to make sure getting involved is easy and works for you! If you have any ideas you'd like to share, are thinking about starting your own customer group, or need some support to join in on anything, just let us know at our contact us form.
IFF is calling you to get your feedback
A research company called IFF Research calls and emails One Manchester customers on our behalf to collect your feedback on our services. Please don’t be concerned if you’re contacted – we completely understand if you feel uncomfortable answering any questions, and we’d like to emphasise that taking part is optional.
What you can expect
- Calls from IFF Research will come from 0752 063 7460.
- You may get calls between 9am-8pm Mondays-Fridays and 11am-5pm Saturdays.
- The call handler will introduce themselves and explain they’re calling on behalf of your housing provider, One Manchester.
- You may also receive emails from myresearch@voluntas.co.uk.
IFF Research carry out their survey in accordance with the Market Research Society Code of Conduct. Any answers you provide will be confidential, stored securely, and won’t be shared with anyone other than One Manchester.
By participating in this survey, you help us review and improve our services, so thank you for taking the time to do so.
Customer Voice Strategy
The overall purpose of our revised Customer Voice strategy and action plan is to clearly set out a framework for ensuring the customer voice is heard across the business. It is part of every colleague’s role to hear the customer voice to shape how we deliver services and ultimately improve the customer experience.
Sign up to our feedback subscription
We'll send you the latest opportunities to provide your feedback on our services, let you know about joining our customer panels and share when we're recruiting for our formal groups.