How we’ve been engaging with customers

Dynamic response focus group

Since January 2023 customers have been part of our ‘dynamic response’ trial, tasked with using our customer portal as their first point of contact for any queries regarding their tenancy.

In April we brought some of these customers together to share their thoughts on the trial so far, as well as hear about our own learnings.

This feedback will be used to shape our digital offer in the future and will also be used as part of our ongoing technology review.

Draft corporate plan focus group

Our Corporate Strategy and Assurance Team held a focus group in April to review a draft of our new Corporate Plan.

The team wanted to ensure that:

• The objectives and priorities are clear and easy to understand.
• The plan matched customer expectations.
• How we measure performance is fair and reasonable.

Customers were happy that the draft Corporate Plan was focusing on the right areas and requested this to be shared on the website. This will be done once the final plan is agreed.

believe in feedback event

In June we held our first ‘believe in feedback’ event , which brought together teams from across the business to share with customers how their input had helped to change our policies, procedures and systems.

Our teams fed back on:

• Our Customer Voices group
• Changes to our new Home Improvements Policy
• Our Environmental Policy
• The customer app and portal
• The ongoing development of our website.

Customers who attended have told us that they hope this becomes a regular event.

Surveys

We have surveyed a random selection of customers after they received support from the following teams:

• Property repairs
• Capital works
• Housing matters
• Money matters
• Antisocial behaviour
• Domestic abuse
• Neighbourhoods
• Complaints
• Tenancy sustainment.

The results from these surveys were shared with the relevant teams to ensure customer feedback was heard and any requested changes could be made.

Want to get involved? 

We’re always on the lookout for new people to get involved with shaping our policies, procedures and systems. We’ll be out in west Durham to speak with customers about how they can share their experiences and shape future changes.

If you want to make a difference, complete this simple form:  and someone from our team will be in touch.