Our Customer Engagement Strategy, Your Voice, is focused on collaboration and co-creation with customers to shape our services and on the issues which matter to them, it is based on three core programmes:
- Individual Engagement - Providing individual feedback on the services customers receive
- Local Engagement - Providing opportunities for customers to influence their neighbourhoods, schemes, and communities
- Strategic Engagement - Helping to co-create our plans and strategic priorities
Our targets are to engage with 1,000 customers across strategic 'Your Voice' activities by 2025, ensuring we implement 90 improvements from their suggestions.
To ensure our Engaged Customer Group represents all members of our customer community we are piloting new approaches to attract and retain those who are currently underrepresented, and have launched our 'Principles for Engagement', which clearly outlines what customers can expect by taking part.