Involved customers are at the heart of Homes Plus. They ensure that that your views are taken into account in the way that we are run and the work that we do. They are helping us to deliver even better services across Staffordshire and Shropshire.
You don’t need any previous experience to get involved. We’ll provide all the training and support you need to make a positive difference.
Becoming an involved customer is your chance to improve services. It can also be a great way to meet new people, gain valuable volunteering experience and boost your work-related skills.
What you think about your home and your neighbourhood is important to us and there are lots of ways to get involved.
If you can spare a few minutes, share your views in surveys carried out online or by telephone. If you would like to play a more active role, you could join our customer-led Scrutiny Group, which carries out in-depth service reviews, influences policies and proposes improvements.
Register using our online form and a member of the My Voice team will be in touch to help you get involved.
What is My Voice?
My Voice is made up of five key measures to ensure that we regularly seek customer experience feedback through our:
- Scrutiny Group
- Transactional surveys
- STAR tracker survey
- Locality Deep Dive
Feedback gathered from this extensive range of measures will ensure that your voice is heard and used to inform and influence service improvement recommendations.
You can find out more about each of the five key measures listed above in the drop-down sections below:
The Scrutiny Group is customer-led and made up of involved customers. The group acts as a ‘critical friend’ who challenges performance by reviewing services and proposing improvements.
The group gives customers a strong collective voice, ensuring experiences are routinely considered and performance and decision making is challenged.
Two in-depth service reviews are carried out by the Scrutiny Group each year.
Transactional surveys take place after a service has been delivered. Customers are contacted and asked for feedback on their experience and any suggestions they may have for improvement.
STAR tracker survey
The STAR tracker survey is an established framework for undertaking customer perception surveys which has been used widely in the housing sector since 2011.
Customers are contacted by Acuity, our contractor, and asked the same tracker survey questions over a period of time. This enables us to track any changes and find trends which help us to understand how our customers are feeling and highlight any specific services or areas that we need to focus our attention on.
The survey aims to:
- Provide a comprehensive overview of customer perceptions about current services
- Identify any gaps between service levels and customer expectations, which will be used to inform business decisions and service design
- Compare the results with previous surveys
- Collect key performance information to enable benchmarking of service standards and value for money
A new complaints policy was launched on 1 April 2021, following an extensive review which took into consideration:
- Feedback from customers across the Group who had experienced our complaints process
- The Housing Ombudsman’s complaints handling code that came into effect in September 2020
- The government’s white paper published in November 2020.
The new complaints policy makes it even easier for customers to make a complaint, whether online – via our websites and social media accounts – over the phone or in writing. The stages have also been simplified to ensure that complaints are investigated by the relevant service team and resolved as quickly as possible.
Complaints are individually analysed and reviewed against transactional and STAR tracker survey results and any other feedback to enable us to see if there are issues with a service, staff member or internal process.
To view our complaints policy and process please visit our Group complaints page.
Locality deep dive
Every six months we will analyse feedback from all of the above elements to identify where there is an apparent ‘hot spot’ of dissatisfaction and recommend that a locality deep dive is carried out.
The locality deep dive will make recommendations on the best routes to address any issues identified using one or a combination of:
- Estate walkabouts
- Task and finish groups
- Commission of a Scrutiny Group project
- Customer focus groups
Following the review, and in line with reporting timescales, any outcomes and actions required will be agreed with our Group heads of service.
Satisfaction levels will continue to be monitored through transactional surveys, the STAR tracker survey and complaints so that we can assess the impact of any agreed actions.
What are the regulatory standards?
As a registered social landlord, there are a number of regulatory standards we had to take into consideration when developing My Voice.
The Tenant Involvement and Empowerment Standard requires housing providers to provide choices, information and communication that is appropriate to the diverse needs of their tenants in the delivery of all standards.
The government’s social housing white paper published in November 2020 sets out the actions the government will take to ensure that residents in social housing are safe, are listened to, live in good quality homes – and have access to redress when things go wrong.
Together with Tenants was developed by the NHF in response to the Housing Green Paper. The National Housing Federation’s (NHF) Together with Tenants revised plan and next steps was published in 2019. You can find out more about Together with Tenants below.
National Housing Federation’s together with Tenants
My Voice recognises and supports the National Housing Federation’s Together with Tenants campaign aimed at shaping the way that housing associations listen to their customers now and in the future. You can find out more here.