Our online community platform My Voice is a hugely valuable resource. It’s full of insightful customers who help us make decisions by sharing their views on our services and upcoming projects.
My Voice has been running for five years now, and this last year saw an exciting addition as our new Chief Executive Tim Mulvenna joined for an online video chat. Tim wanted to find out more about what customers think of Futures and to do this he gave members the opportunity for some face-to-face time with him in an online focus group. This was a great chance for our customers to meet Tim and get some answers to their burning questions.
Tim answered questions on sustainability measures like electric vehicle chargers and heat pumps, improving properties to make them more efficient, communal areas and security. We also chatted about estate walkabouts, reaching customers in a wider range of areas, and how we can make sure we’re focusing on the things that matter most to customers.
Here are just a few of the actions that came from Tim’s first focus group:
- We’re looking at how we can make sure our customers’ homes are energy efficient, to help with costs and the environment.
- We’re exploring how we can better represent all of our areas in our communications and events, to make sure customers feel involved regardless of where they live.
- Tim’s planning on visiting some of the local areas where there are specific concerns, so he can see for himself the challenges customers are facing.
Some other highlights of projects customers have had their say on include finding out what customers understand about fire safety so we can better tailor our communication, and our ‘later living’ schemes. These homes are for people aged 55 and older and we have a number of them across our regions. Our Later Living Lead asked customers what factors they would consider when thinking about retirement and later living – this is part of an ongoing piece of work that’s carrying on throughout this year.
