Get involved

We’re committed to providing excellent services. We do this by working in partnership with our customers on the maintenance and management of their homes.

From reviewing the overall condition of local neighbourhoods to commenting on our customer care and repairs service, we really want to listen to what you have to say.

We consult with our customers using a range of informal methods such as focus groups and fun days. As well as giving them the opportunity to be formally involved, for example by joining their Residents’ Association or sitting on our Help Us Get it Right (HUG) Group.

Interested in getting involved? 

If you want to get involved, we can support you by:

• Helping you with your childcare and travel costs
• Providing expenses for any work you do as a resident representative
• Providing you with training to help you develop your skills and expertise - all courses are free

Customers at the core

Giving us your feedback and making a difference to your services is being made as simple as possible. Our Corporate Strategy has been refreshed to put our customers at the heart of how we deliver our services. We’re focusing on how we can listen to you more - so that your views shape how we do things.

They won’t take up lots of your time, can be tailored to suit you and will provide the best opportunity for your voice to be heard. Your voice is very important and will make a difference to everyone who receives a service from us. 

We provide many different ways for customers to get involved - These are split into two areas: Tell us how we are doing, and help us get it right.

The below gives a quick overview of what that looks like:

Tell us how we are doing

The options under this title are quick, less formal ways to share your views. Examples of this include:

Spotlight
Proactive customer involvement – listening to our customer voice and then focusing in on issues before they become a problem or a complaint. Give us your views and help us get it right.

Touchpoint surveys
Answer two or three short questions via text message, our website or social media channels.

Satisfaction surveys 
Take part in more detailed questionnaires to help us make sure we’re putting our customers’ needs first.

Virtual customer associations
Join one of our Customer associations and attend meetings online, from the comfort of your home.

Estate champions and inspectors 
Customers who are willing to engage and feedback about our estates, with digital options available.

Help us get it right

If you’re still keen to be involved but want to have more of an impact, then our more formal ways of getting involved might be right for you. Examples of this include:

Help us get it right panel (HUG) 
Join our new formal customer involvement panel that will feed into our service improvement group and customer committee - we will set up special groups to put what you tell us into action. 

Task and finish groups 
Join one of the groups (mentioned above) to focus on specific areas of work that you are most interested in.

Focus groups
Take part in occasional focus groups to help us shape our services.

Complaints subgroup
Sign up to review our complaints process.

Customer communications leads
Help us communicate better with our customers by getting the tone, language and format right.

If you want to be involved but feel that you’re too busy to attend meetings, then why not either join in our virtual customer associations, or join one of our meetings virtually?

We also have digital options such as our digital email panel 'My Say' and our Count Me In digital consultation site, where you can take part in ad-hoc surveys and polls.

Training and support
The Customer Involvement and Community Development strategy “Count Me In” offers a comprehensive training programme to provide opportunities for customers to enhance their skills and gain accredited qualifications. If you’re interested in getting involved or are just interested in accessing more training we can provide support to do this.

Corporate social responsibility and sustainability
We provide community development activities to our existing communities and support our regeneration projects by working with our partners to deliver a range of projects to enhance the work that we do. This work is carried out as part of our Corporate Social Responsibility Strategy.

Want to find out more or sign up? Contact the Customer Involvement team on involvement@swan.org.uk or 01277 844242.