Customer voice

Making it easy for everyone to be heard.  

Listening well means knowing who you are, what matters to you, and how you want to talk to us. It also means being easy to reach and most importantly, making sure everyone feels welcome to speak up. 

You told us you want: 

• Quick, simple ways to get in touch, such as online, over the phone, in person, or seeing us out in your neighbourhoods more frequently 
• To feel understood as an individual, including your situation, who you are and what matters most to you 
• A wider mix of voices to be heard, not just the same groups every time 
• To feel respected, valued and included in every interaction with us 

What we’ll do: 

• Make it easy to share feedback in whatever way suits you  
• Use modern digital tools so sharing your feedback is quick and straightforward 
• Build a much clearer picture of who you are, what you need and how you feel 
• Actively contact the people we don’t hear from enough, so more voices shape what we do 

Joining everything up so we truly understand what you’re telling us. 

Listening only counts if we do something with what you tell us. In the past, your feedback wasn’t always joined up and sat with different teams. We want to change that, so what you tell us is properly heard, recorded and used to make a difference. 

You told us you want: 

• Your feedback to be taken seriously, and not feel like it goes nowhere 
• Us to join things up, so insight isn’t scattered and hard to find 
• To help us make sense of what the feedback is telling us and what to focus on 
• Surveys that are shorter, simpler and actually worth filling in 

What we’ll do: 

• Bring all feedback together in one shared place, so nothing gets missed or forgotten 
• Help teams understand what matters most to you and take action 
• Look beyond facts and figures to understand how you are actually feeling 
• Involve you in reviewing what the feedback tells us, and work together to decide what to do next 

Turning what we hear into real, visible change. 

You were clear on this one: listening is a start, but it’s not enough. What builds trust is actually doing something with your feedback. Not ticking a box and acknowledging what you tell us but using your insight to make real changes. 

You told us you want: 

• To see real change when you raise something, not just a thank you and nothing more 
• To feel safe in your home, and confident that we listen to and act on safety concerns 
• Clear responsibility, so you know who’s dealing with what and you’re not passed around 
• Your voice to genuinely shape decisions and how services are designed, not just asked for your views when a decision has already been made 

What we’ll do: 

• Use what you tell us to shape our policies, priorities and service improvements 
• Keep you safe by listening carefully and acting on building and fire safety concerns 
• Be clear about who owns what, so you get a quicker, more consistent response 
• Work with you from the start to co-design the things that matter most 

Telling you what happened, and being honest about it. 

This is the bit that was often missing in the past, and the bit that makes the biggest difference. If you’ve taken the time to tell us something, you deserve to know what happened next. Not a vague update or silence, a proper, honest answer.  

You told us you want: 

• Updates that are timely, local and personal, not generic, one-size-fits-all messages 
• To be able to see what changed because you spoke up 
• Honest updates when something is taking time or can’t be done 
• To know we’ll keep our promises consistently, not just now and again 

What we’ll do: 

• Introduce a simple “You Said, We Did” standard that every team understands and sticks to 
• Keep you in the loop in the way that suits you, whether that’s digitally, over the phone or face to face 
• Be honest with you when something is taking time or isn’t possible, and tell you why 
• Share good news stories when your voice led to real change