The Customer Experience Panel recently carried out a 'Barrier to Engagement' survey to all Hightown customers to better understand why some customers choose not to take part in engagement opportunities and to identify any obstacles that might make it difficult for them to get involved.
By gathering feedback from customers, the Panel sought to uncover practical ways to improve participation and ensure more customers can influence decisions that affect their homes and communities.
The survey asked five key questions:
- Are you aware of the opportunities available to have your voice heard?
- Would you like to get involved in any of these opportunities?
- What would stop you from getting involved?
- Would you like to have a say in how Hightown delivers its services?
- What is preventing you from having your say?
Using the findings from both the survey, the Panel identified areas that required further exploration. To gather more detailed feedback, an online workshop was arranged and held during the evening to maximise accessibility for customers.
The workshop focused particularly on customers who felt there was little benefit in getting involved or who believed their views would not make a difference. Participants were invited to share their experiences and contribute to an online poll designed by the Panel.
The information gathered throughout the review was then analysed and used to inform the Panel’s final recommendations.
Bernie, a member of CEP, recently presented the ‘Barriers to Engagement’ report to Hightown’s Board. The report included recommendations to improve customer involvement, which have now been built into our Tenant Satisfaction Measures action plan.
This is an important example of customers’ voices being heard at Board level, helping to shape decisions and drive service improvements across Hightown. The CEP will monitor progress against the action plan on a quarterly basis, helping to hold Hightown to account and ensuring customer feedback continues to influence decision-making at the highest level of the organisation.
