Customer Conversation 2021 results

In September 2021 we invited customers to take part in our Customer Conversation survey to find out what your priorities were for us. You can see some of the highlights of what you told us above.

We will ensure your feedback is used to shape and improve our services over the next three years.

New online portal

You told us about potential barriers to using an online portal and we are using this information to help understand how our customers would like to interact with us. We have created a customer team to help us redesign our processes and implement a new customer portal and we will be taking your feedback into account. Work will continue with the group throughout 2022 and 2023.

Neighbourhoods

Thank you for telling us what matters to you in your community. Our neighbourhoods team are looking at ways to enhance our tenancy sustainment support and work with partners such as the Police and the Local Authority at the locality level regarding reports of anti-social behaviour.

We are currently developing a follow up conversation in our priority neighbourhoods at Studley Green, Trowbridge and Queensway, Melksham to complete a community door knock in the spring. This will provide valuable feedback regarding customer engagement opportunities, potential neighbourhood investment initiatives and ideas for a Community Impact Day.

Energy efficiency

We'll use the information you gave us to inform the development of our plans and make sure we take into account the views of our customers around how we carry out energy efficiency upgrades in the period to 2030.

Involvement and communities

We contacted all our customers who told us they were active in their communities and have started bringing them together to share their experiences as we aim to develop a new network of people doing great things across our neighbourhoods.

Our customers who expressed a wish to get involved in how our services, strategies and policies are developed will be invited to consider a range of interesting opportunities to influence our thinking and ensure that our offers meet the needs of our customers.

Together with Tenants

Selwood Housing has adopted the Together with Tenants (TWT) charter. Customer engagement has been at the heart of what we do since we were first set up in 1996. We are using TWT to reinforce and strengthen the relationship and work we do with our customers.

Your feedback on Together with Tenants is really helpful and as a result:

• We have published a plan that summarises all our key involvement work with customers for the next 12 months. We will update this every three months.
• The scrutiny team will review this update every three months and track our progress on our involvement work with customers. All of this will be published in our customer updates.
• We will look at new ways to involve customers, to promote involvement activities and tell you how we are using customer feedback to change and improve our services.