Welcome to the latest Thrive news!
Your latest email newsletter covers a wide range of news and opportunities for you to get involved in. Click here to access your copy!
As Assistant Director Customer, customer experience and engagement are at the core of my role, and I have a few updates on these areas for you. Click below to find out more!
Thrive Customer Voice
Recently, we shared how we were finalising Thrive Customer Voice; the new way for you to have your say at a time, place and pace that suits you.
Since then, we have launched our first activity which involved asking customers what they want to hear about in our Annual Report. 195 customers took part and 79% said they found this an easy way of getting involved.
We’re really pleased with this outcome because it means we get to hear from more customers than we did through our previous approach (a panel of customers, two Board members and an independent Chair that sat on our Customer Experience Panel).
To celebrate, anyone who took part could enter into a free prize draw to win a Ninja Foodi Air Fryer and you can hear from the winner by clicking here.
Part of customer experience includes how you can access our services. I'd like to thank you for your patience while my team has been working on resolving the issues with our phone system. We are working towards launching the new system in the autumn.
We also said that we were working on a solution to provide cleaning and grounds maintenance schedules to you online. This project is underway, and we have been fine tuning the functionality of this with our web developers. There have been some complexities to overcome and we are aiming for this to be available in the autumn. In the meantime, check-out a sneak preview of what it may look like on a smartphone below!
Listening to your views
Your feedback influences the focuses of Thrive Customer Voice, so even if you aren't interested in being a member, please stay in touch and let us know how you're finding our services.
Looking at your most recent feedback, we know there are a few areas where we could improve and using your feedback we have identified areas to explore further with Thrive Customer Voice member over the next 12 months. These include:
- how we can improve customer contact and communication
- what makes our repairs service efficient and the quality of work it provides
- how we can better listen and act, improve trust and offer services that are easy to access
- getting to know our building safety team to discuss effective ways of interacting with our customers
- understanding what is important to customers when it comes to our cleaning contract
- understanding what we can to do improve gaining first-time access to customers’ homes for services such as gas safety checks.
If you’re interested in being part of any of these, sign up to be a Customer Voice member and we’ll be in touch with details on how you can be involved.
These newsletters are to keep you informed of the latest Thrive updates. If there’s something you would like to hear about next time, please leave us a comment at: thrivehomes.org.uk/give-feedback
Assistant Director, Customer