You said, we did
Customer voice in action
We are committed to listening to our customers and using their feedback to shape services, policies and communications. We want to make sure that customer voices are always at the centre of the decisions we make.
This page provides an overview of how customers have helped shape our services over the last year.
Shaping the Customer and Communities Strategy
Last year we launched our Customer and Communities strategy following an eight-week consultation with over 260 customers.
We changed the original five ambitions into four clear priorities.
The strategy is a three-year plan outlining our approach until 2028.
We removed jargon and made the wording simple.
We improved our links with partners such as Greater Manchester Police (GMP) to tackle ASB in our neighbourhoods
Customers have a choice of digital or face-to-face communication, and any digital communication complements, rather than replaces traditional support.
Shaping our Customer Census
We met with our Customer Engagement Network (CEN) to gather early feedback on the development of our Customer Census – an activity we’re carrying out to update the information we hold about the people who live in our properties to make sure we provide the best possible services.
We’re making sure face-to-face support is available and focusing on a mobile-first, rather than computer-first, design.
Communication with customers through letters, our website, social media and community partners will be carried out in advance.
Advance communication as above will be provided. We will also confirm your tenancy reference number before proceeding.
Customer Engagement Network – welcome pack review for new members
Customers in our Customer Engagement Network (CEN) shared their experience of joining and how new members could feel confident and prepared.
We’ve set out house rules and observation opportunities.
We introduced meeting guidance and a buddy system to help build confidence.
We’ll showcase member testimonials of their experience of the network and the difference their participation has made.
Antisocial Behaviour (ASB)
Customers told us how important tackling ASB is and took part in a focused review asking: How easy is it to report ASB and does it lead to the right action?
We have employed a new Community Safety Manager and a team of five ASB Officers.
The new team is building partnership working with Oldham Council and Greater Manchester Police (GMP) to crack down on ASB in our neighbourhoods.
A new out-of-hours Respect Line has been introduced where ASB can be reported 24 hours a day, 7 days a week.
Tenant Satisfaction Measures (TSM)
We listen to customers who rent their homes from us and check how satisfied you are with our services through Tenant Satisfaction Measures (TSM). There are 22 measures that cover things that matter most across our services, homes and neighbourhoods.
Our latest TSM performance shows how we are doing, what customers have told us and what we are focusing on in response to this.
Read more ways we listen to you in our customer newsletter
By listening, learning and acting on feedback, we continue to improve services and strengthen communities. You can also find examples of how we listen to customers and take action in our quarterly customer newsletter.