Customer Engagement Policy consultation

Please be aware that this project was completed before Longhurst Group merged with Grand Union Housing Group to become Amplius.

We reviewed our customer engagement policy. We asked our customers about their preferences on how to share their views with us.

We had over 1,500 customers complete the survey. Scroll down to our news story to read what they told us and how we're using this information.

If you have any feedback or would like to ask a question, you can do so on the questions section below. You can also share your views on our poll.

Please be aware that this project was completed before Longhurst Group merged with Grand Union Housing Group to become Amplius.

We reviewed our customer engagement policy. We asked our customers about their preferences on how to share their views with us.

We had over 1,500 customers complete the survey. Scroll down to our news story to read what they told us and how we're using this information.

If you have any feedback or would like to ask a question, you can do so on the questions section below. You can also share your views on our poll.

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    Our comments

    		 Update

    Digital options are preferred by customers to share their views.

    We already have a number of ways that customers can share their views digitally and this will continue to be available.

    This includes projects on The Hub, digital surveys, and quick polls. Groups such as Scrutiny and the Customer Forum are also held digitally.

    		Complete.

    Phone calls and non-digital options were options suggested by customers as methods to share their views.

    We’ve recently held in-person and telephone focus groups. We’re now completing surveys over the phone and face-to-face, in addition to digital surveys.

    		Complete.

    Digital is the preferred way of attending meetings for engagement projects.

    Our meetings for the Scrutiny Team and the Customer Forum are already digital. Panels are mainly held digitally due to our geography.

    		Complete.

    Customers advised they would like to share their views with a Scheme Manager or Housing Officer.

    We agree this is key to gathering as many views as possible and therefore Scheme Managers and Housing Officers are out and about collecting feedback and sharing it using their digital devices.

    		 Complete.

    Leaseholders and shared owners advised they felt that this survey wasn’t for them.

    This survey was for customers of all tenures, as are many of the engagement opportunities on offer. To find out more, read our Customer Engagement Framework.

    		 Complete.

    Customers advised they felt we should take customer views from complaints.

    We agree and we use insight collected through complaints to make changes to our processes and our service offer to improve the customer experience. We have introduced a new Learning and Improvement Officer to oversee this.

    		 Complete.

    Some customers felt they were too old to get involved. Some customers also advised of a disability that they felt stopped them.

    Customers over the age of 16 are welcome to get involved with our projects and we aim to make involvement inclusive and accessible for all customers. We’ve recently asked customers what barriers exist which stop them getting involved and we’re working hard to remove these.

    		 Complete.

    Topics that are most important to people such as repairs, maintenance and complaints are the highest voted for an engagement project.

    		 We’re working with our involved customers in a scrutiny review into the condition of the home. We also recently involved customers in a review of our complaints letters. We’ll keep you informed of any new opportunities relating to shaping these key service areas.
    		 Complete.

    Customers would prefer to hear about engagement activities via newsletters and a large number of customers also suggested email.

    We already send a monthly newsletter to customers via email. This includes information on our new projects and updates on recent projects. All customers registered to The Hub will receive this.

    		Complete.

    When sharing feedback with customers, give them a way to share their thoughts with us.

    We've added more comments sections and polls onto project pages where we're sharing updates.

    		 Complete.
Page last updated: 13 Dec 2024, 08:37 AM