You told us what matters most

In July, customers from across our involved groups came together with our colleagues and Chief Executive, Bjorn Howard, for our annual Customer Away Day. It was an opportunity to reflect on the past year, have honest conversations about our services and discuss how we can continue improving the experience we provide for all customers.

One message came through loud and clear: customers want to know that when they share their views, those views lead to real action.

Throughout the day, discussions focused on the importance of listening, working together and making it easier for you to have your say. Customers told us they want clearer communication, particularly around repairs, more opportunities to be involved in shaping services from the start, and regular updates showing how their feedback has made a difference. There was also strong support for using plain English, making involvement more accessible and ensuring our services work well for people with different needs and circumstances.

The conversations have already helped shape the next steps for our Customer Voice programme. Over the coming months, we'll be refreshing our Customer Voice Strategy, creating more opportunities for customers to co-design services, improving support for those who want to get involved and sharing more examples of how your feedback is influencing the decisions we make. We'll also continue looking at new ways to involve a wider range of customers, so more voices are represented in the future.

Thank you to everyone who attended and took the time to share their experiences, ideas and constructive challenge. Your feedback plays an important role in helping us improve our services, and we're committed to keeping you updated on the changes that happen because of it.

If you’d like to get involved and help shape our services, there are lots of ways to have your say through our Customer Voice groups. Find out more about Customer Voice and how you can get involved. Feel free to visit our Customer Voice page to see what updates are being made.