You said, we did

Customer feedback is crucial to helping us develop and if necessary, change so that we can offer the best possible service. You said, we did is our way of communicating what customer feedback we have had and how we have acted on it.

The Customer Engagement Group was created in June 2021 to make sure we’re understanding our customers’ needs and keeping them at the heart of all we do. Since June, our CEG members have helped us define our service standards and procure new contracts with utility suppliers.

You said We did
You wanted us to be more proactive in collecting and acting on customer feedback around estate improvements. We launched the Customer Experience Group to ensure customer feedback is collected regularly. We have also restarted estate inspections and estate walkabouts to ensure that we proactively pick up on any issues or that need addressing before they become a problem for the local community.
You wanted to be able to book repairs and raise issues more independently, without needing to make time in your day to contact us on the phone. We developed My Account platform to allow you greater control over your home management, without needing to call us. In My Account you can raise, track and amend repairs and much more.
You wanted clarity around mhs homes standards when communicating with customers so that we can be held to account if our service or behaviour fall short of your expectations. We worked with customers to produce service standards that meet your needs and expectations.. These are available on our website and are built around four key commitments to you:
1. Providing excellent customer service and clear communication
2. Looking after your home and estate and keeping you safe
3. Supporting you to maintain your home and tenancy
4. Involving you and keeping you informed
You found it difficult to find our contact details when you were on our website. We added a ‘contact us’ link to our website footer at the bottom of all pages on our website. This means that wherever you are on the website, you are only ever one click away from being able to get in contact with us.
You did not always feel involved decisions that can impact you as a customer. We introduced the Customer Experience Group to give customers the opportunity to help shape and influence our services. The CEG has recently been involved in shaping our services standards by helping us find new suppliers for gas servicing and provided input on our new damp and mould process. They have also given feedback on the documents we send out to contractors during the bidding process for contracts such as roofing.
You liked to receive proactive updates on what mhs homes will be doing in the near future. We started our customer drop-in sessions where customers can pop-by and ask us questions regarding their tenancy or wider company each month. We also send quarterly newsletters, have increased social media communications and restarted our Ask Ash campaign, where Chief Executive, Ashley Hook, answers any questions or queries customers may have about mhs homes.
Over the pandemic, customers said they felt as though we did not engage with them enough and we’ve been working hard to improve this. We hired a Customer Engagement Officer, whose role is dedicated to ensuring that our customer’s voices are heard, and their views are considered. Angela has already made great strides in reaching out to our customers, through our Estate Inspections and newly formed Customer Experience Group.