Making a difference

Our yearly impact report sets out how our customers have shaped, changed and influenced the way we work and how well our customer assessors think we are delivering our customer promise.

Our customers make a real difference to the way we do things; they shape, change and influence what we do and how we do it. Every year we report on the impact our customers are making from assessing our services to tackling discrimination.

How are we doing?

Our customer assessors award us gold, silver or bronze depending on what they hear and see during their visits to neighbourhoods and services.

They do a great job telling us how we’re doing and also, importantly, what needs improving. Between April 2018 and March 2019 they've spoken to 768 customers at 40 services and 41 neighbourhoods. They really make sure we learn from what we hear.

Find out what the assessors get up on our involvement news page.

Involved customers

Supported services

Customer assessors across England and Scotland measure how well we’re doing at delivering our promise to customers in our neighbourhoods and supported services. Last year, they spoke to customers in 40 services and overall our services are rated very highly for people who care.



Our customer assessors asked customers living in 41 of our neighbourhoods what they thought. 5% of neighbourhoods achieved platinum, 12% achieved gold, 63% achieved silver and 20% achieved bronze. 



Our assessors make recommendations for every service and neighbourhood they visit which turns into a local action plan which is monitored by our regional viewpoint teams. Our customer forum track all the recommendations and review all assessments to improve services and neighbourhoods. 

Diane's views on being an involved customer

Putting things right

Our independent complaints panel looks at complaints that we haven’t managed to sort out using our internal complaints process. Last year they investigated ten complaints and upheld our decision on six complaints.

Improvements made by the customer forum

Want to know more?

If you want to know more about the many ways our customers are making changes then download our Impact Report. 

Want to get involved?

There’s loads of ways to get involved and make a difference. Find out about more in our menu of involvement/easy read menu of involvement and on our what can I get involved in pages. You can read all of the latest involvement news too. Here's just some of the benefits of getting involved...