How your feedback is helping us improve

We're committed to listening to customers and learning from your experiences. Our latest Customer Voice Newsletter details a host of ways in which we have taken action based on what you’ve told us.

Whether you share feedback through a survey, customer group or conversation with one of our colleagues, every piece of feedback helps us understand what's working well and where we can do better.

Complaints are also an important part of this, while we aim to get things right first time, we recognise that when things go wrong there is an opportunity to learn and improve.

By regularly reviewing customer insight and complaint trends, we can identify areas where changes are needed and track the projects that are helping to improve services for customers.

Recent discussions have focused on some of the issues that matter most to customers, including improving the repairs journey, reviewing how we communicate with customers, making our services more accessible and considering the future development of MyAster and our Contact Centre.

To help deliver these changes and investment needed we have: Introduced a new Change Oversight Panel, bringing together colleagues from across the business to review customer feedback, complaints and the lessons we've learned from them. The panel helps ensure that customer feedback doesn't just get heard - it leads to meaningful action.

Created a central customer voice action log, which helps us better track themes, actions and learning arising from customer feedback and scrutiny. This means we can more clearly see what customers are telling us and ensure improvements are embedded across our services and wider improvement programmes.

Importantly, we're committed to closing the feedback loop by regularly updating customers on the changes we're making and demonstrating how customer insight is shaping our decisions and improving services. We regularly update actions taken through our customer voice newsletter (link here) and our customer eshot. Each year we provide a summary of key actions in our Customer Annual Report and Complaints Annual Report which are available on our website.

 Thank you to everyone who shares their experiences, it’s helping us create better services for all our customers.

If you do have some feedback about your experiences – maybe a recent repair job, or some home improvements that were carried out – why not consider leaving us a review on Trustpilot?

 [FN1]I think this might be nice to link to our latest CV newsletter (Can we get this up on the website soon?)