We want the people who use our services to be able to access them simply and find our colleagues helpful at every turn. To make sure this is happening our Customer Experience Team combine insight from customers, colleagues, regulators and the business as a whole. Working together with all service areas to ensure that we’re delivering excellent services every time a customer gets in touch with us.
Working with our Customer Voice Forums is a key part of this work.
We want to improve our anti-social behaviour service and have been looking at our procedures when customers report noise nuisance. We’ve carried out customer focus groups and surveys, and talked to colleagues to try to understand our current customer experience.
We asked our forum members to help us draft a one page document that sets out how to be a good neighbour. We’ve also asked them to look over some of our key letters that we send during antisocial behaviour cases to make sure the tine and information is useful.
Customer service offer
We’ve developed a new customer experience strategy that outlines our plan to deliver excellent customer services over the next three years. To support this we’ve developed our service values which set out what our colleagues can do to make sure this happens. The next phase is to write our customer offer to let everyone know what they can expect from us.
We asked our forums members for help producing the customer offer document.