Tenant Satisfaction Measure 06: How satisfied or dissatisfied are you that Great Places listens to your views and acts upon them?
We really care about what you think, and we are keen to show you how your feedback helps us make positive changes.
Over the past year, our fantastic Customer Experience Team has been working closely with you to make our services better. We are not just hearing your voices; we are really listening. Together, we are always looking to improve our services and create positive changes.
Our Insight Customer Scrutiny group was formed in April 2014. They meet on a regular basis to gather customer feedback and review services. Insight has looked into lots of business areas over the years, like complaints handling and communications. They ask customers questions, organise surveys and workshops, and even make calls to customers as part of their reviews. The group report their findings on the Great Places’ website and update customers through video presentations. They also present their findings to the Board of Directors. Insight also updates customers through Great Places’ regular monthly e-newsletters and our bi-annual customer magazine, My Great Place. We take their findings onboard and make changes to keep getting better.
Between April 2022 and March 2023, Insight reviewed the following areas:
We want you to be part of what we do, so we work on stuff that matters to you. Recent examples of review topics include our Grounds Maintenance service, compensation policy review, and anti-social behaviour. Your input helps us shape our services and make them better.
We launched our Customer Feedback Policy in May 2021. In May 2022, the Insight group decided to look at how we handle complaints. They wanted to know how customers felt and if we are doing things right. At the time of review there had been a marked rise in complaints logged within a 12 month period, rising from 147 to 434 – a 175% increase – so it was timely for the group to take a deep dive into the service.
They looked at things like if customers knew where and how to complain, how easy it was, and how long it took. They found out: :
Thanks to Insight’s reviews, we made some positive changes to the service:
Insight’s reviews have helped us in other ways too. We have got a better system for scheduling appointments, to improve how we tell you about appointments, and even introduced a new Move In survey based on customer feedback.
"Since joining the scrutiny group it has been great, I have learnt how things work around Great Places and they actually do listen to what we are saying and how things can be better. I can see the difference we are making in people’s lives."
Lisa - INSIGHT committee member
It is important that we work closely with our customers and your involvement has already made many of our services better. We want to keep this going and make it easy for you to share your thoughts. That is why we launched Our Voice in March 2023. It’s a fantastic new platform where you can share ideas, join discussions and shape the services you care about. You can use surveys, forums and ideas boards to have your say.
With Our Voice, we are bringing everything together in one place. Content can be created in different ways to help customers understand projects, including via video, text, timelines, documents and social media feeds. We are still learning and growing with Our Voice, but we are excited to keep improving it with your help. So, log in, sign up, and share your views! Your voice really matters to us.
