We hear you!
It’s now been a year since we launched our customer voice panel as part of our #wehearyou campaign and our promise to put customers at the centre of everything we do.
In the last year, the group has come a long way building their skills and knowledge for their role including learning how to interpret data and getting to grips with housing regulations, in particular the new Tenant Satisfaction Measures that come in from April. These will be a key way we measure how we’re performing. The customer voice panel meetings happen every six weeks and members of the Raven board attend each session as a guest. There are two further meetings each year with both the customer voice panel and board to check the voice of the customer is being heard throughout the organisation.
The panel is a brilliant way for your customer voice to be heard, to give opinion and challenge us where it’s needed. The panel looks at our customer satisfaction data, covering various areas of overall satisfaction, repairs, customer services and estate services, along with seeing what sort of complaints we’re getting. The panel uses these customer insights to show where the key areas of dissatisfaction are and look at areas where we can improve to ensure a better customer experience.
Over the coming months, the panel will be focusing on improving our communication. They’ve heard from you that communication is an area we should be working on, particularly around the progress of your query or repair. They’ll investigate feedback and suggest some recommendations from a customer perspective to make this experience better.
Shuna China, customer engagement manager, said: “During the last year, the customer voice panel has given us even more insights into the opinion of our customers. We really do put you at the heart of everything we do and we value your thoughts, recommendations and suggestions. This group of customers is driving positive change and we’re very thankful to them.”
For many of the panel members the reason for joining was so they could make a difference for other customers, by improving services.
“I joined the panel following a poor experience I had with Raven which led to a complaint. Months on, I now have a very different view of what Raven do and have learnt so much from attending seminars with other social housing tenants. I often speak to other tenants where I live telling them to raise their issue and not give up, Raven is really making a difference.”- Panel member.
“I need you!” – Joanne, Head of Customer Experience at Raven
Have you ever thought - ‘I wish they’d ask me my opinion’?
If you’d like to play a part in reviewing Raven’s performance, and influence change in services to improve the customer experience. Then the panel is a great option for you.
In return we’ll offer you training and opportunities to attend seminars to develop your skills and knowledge. We’ll also offer a financial incentive at the end of the year, as a thank you for the time you have given up.
The panel meet around 8 times in the year, meetings are held 6pm-7.30pm on Mondays at Raven House. There is the flexibility to attend the meeting in person or virtually to fit around your personal commitments, and even dip in and out to join the conversations and service areas that interest you. Travel and childcare expenses are also covered if required.
Find out more and register your interest here - www.ravenht.org.uk/customervoicepanel