How are we performing Have your say

We have made it easier for you to have your say   

We know you want us to listen and act on what you tell us, and we do in a number of ways.

With our new customer satisfaction software we can do just that. You can now rate us on a number of our services and, when you rate our contact centre team, we can see your rating in real time. If you tell us there is a problem, we will get in touch to find out what went wrong and talk to you about how we can make it better.

We also signed up to The Institute of Customer Service, the independent, professional membership body to help us further improve our services and our own business performance. Our aim is to be service mark accredited, which requires both our staff and customer survey scores to be above 70 (out of 100). With scores of 65.17 and 59.3 respectively, we have some work to do before we can say we are in the top performing customer service organisations, but we know what we need to do to get there, and we have plans on how we are going to do it.

We’ve also listened to you with:

  • 15 bespoke surveys and consultations.
  • 5 residents’ focus groups. (Which launched the Customer Communications Project - more to follow on this).
  • 1 residents’ national scrutiny panel.
  • Over 2,800 responses to surveys about our services.
  • 440 active members of the Accent 500 to provide even more feedback on our services.

And we will keep listening – we want our services to keep improving and you can help with that. (See how you've helped already).

If you'd like to become more involved then you might want to consider joining the Accent 500. As part of the Accent 500, you'll take part in regular polls, surveys and questionnaires, consultations and focus groups. Why not sign up today? We'd love to hear your views.

Join the Accent 500

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