Service Improvement Group
The Service Improvement Group
Our customers are the reason why we’re here.
Listening to customers, and acting on your feedback, is crucial in helping us to improve what we do and how we do it.
Our Service Improvement Group is made up of a group of customers that focuses on service improvements as a result of performance or customer feedback.
What does the Service Improvement Group do?
The Service Improvement Group focuses directly on improving our services for our customers. They meet four times a year and carry out service reviews, putting together reports, giving constructive feedback and recommendations based on evidence.
Having this in-depth look at our services makes sure that, we need know exactly where we need to improve from a customer-focussed perspective. This group plays a key role in helping us make positive changes. This is more important than ever this year, as we start to be assessed against the new Consumer Standards and Tenant Satisfaction Measures (TSMs).
As we shape our business for customers, using things such as strategies, policies and procedures, we ask for the views of our Service Improvement Group, to give us ideas from a customer perspective around how we can shape our thinking to suit customers better.
Who will run the Service Improvement Group?
Eight customers from our Customer Voice Panels make up the Service Improvement Group. The group is supported by our Head of Customer Experience, and the sessions will be chaired by Selina, who sits on our Customer and Communities Committee.
Our Customer Voice Business Partner will record action points during each session and feed them back into the relevant business areas.
Our strategies and policies
Would you like to help shape our services?
We always welcome more customers who want to be involved! There are lots of different ways to have your say and give feedback on the services we provide. Visit the Customer Voice page to find out more about our groups and panels.
You can also sign up to join our feedback group by letting your Neighbourhood Officer know that you want to give feedback during your Tenancy Experience visit.