Being influenced by our customers is key to our success

Last year, we asked 3,793 customers their views, listened to what they said and acted on their ideas.

We also involved hundreds of customers in helping us to improve how we operate as a housing provider.

We have customers involved and influencing areas across the organisation.

Last year, for example, we had:

Recruitment and training

• 105 customers involved in recruiting colleagues into 228 roles
• 8 customers delivered four customer-led interview panels
• customers involved in recruitment training; in induction
  training; creating e-learning for colleague

Procurement

• 18 customers involved in procuring six new services and contracts

Scrutiny and governance

• Two customer board members on Home Group Board and 1 on Home Group Scotland Board
• Nine customers presented to the Board on a range of issues
• 29 customer assessors scrutinised 43 neighbourhoods, services, and schemes against our Customer Promise, speaking to 518 customers
• 146 Viewpoint team members took part in 31 Viewpoint meetings
• 12 customers involved with the national development group which focuses on design and development, sustainability, and asset management
• 20 customers attended 4 Home Group repairs scrutiny group meetings

Consultations

• Four high rise buildings consultations involving 66 customers
• 46 customers involved in three consultations about changes affecting where they live
• 391 customers in Scotland involved in the regulatory rent consultation
• 902 customers in Scotland involved in the customer satisfaction consultation
• 32 customers involved in domestic abuse and safeguarding policy reviews

There are a range of other engagement, involvement and scrutiny examples relating to customers.

Our plan is to involve more and more customers in order to ensure we continue to meet their expectations and needs.