Listening and acting
Highlights of the year
In summer 2023 we held two community days, and over 250 of you came along to see us – taking part in fun activities, as well as taking the chance to talk to colleagues about your home, community or repairs.
Lots of you who attended had feedback for us, and we tracked all of it – identifying common themes, and also following up with you individually where it was about a repair or something that needed sorting out for you.
Working with the Customer Excellence Panel is always a highlight for colleagues, and you can read a bit more about their thoughts below.
Learnings and improvements made this year
We’ve been improving the way that we track our Tenant Satisfaction Measures through the year, and started to test out ways to find out more about areas where we aren’t scoring very well.
If you were surveyed towards the end of the year, you might have noticed us asking an extra question to find out what factors you consider when we ask you about whether you feel safe in your home – and your answers really helped us to understand where we need to do better.
We’ve also realised that we need to be more aware about what’s happening and where when we try to improve things. To help, we developed a Service Improvement Plan – where we’re bringing all of our insights about where things aren’t going well, developing action plans, and tracking progress centrally.
What we are focussing on in 2024/25
Making sure that we listen and act on what you tell us is a big focus area for all of us at Wandle next year.
We know that listening to what you have to say, and acting on it, is the most important thing we can do to deliver good quality services and improve satisfaction.
We’ll be recruiting more members for the Customer Excellence Panel, and you’ll see a real focus from us on giving examples of listening and acting in Wandle News and on our website – so you can see that we’re serious about it.
The Customer Excellence Panel
The Customer Excellence Panel is one way to get involved at Wandle and have a say on policies, service and much more.
We're always looking for more members, and who better to tell you about the Customer Excellence Panel, and why you should consider joining, than the members themselves...
What are the benefits of the customer excellence panel?
Empowerment as a tenant to help shape future services – building a good community for customers and Wandle.
You gain knowledge of the public housing sector, and can take part in interesting and stimulating panel exercises.
The panel contribute to regular discussions concerning housing topics, and participate in department focus groups with managers to help improve the service.
What support have you received?
We have met Wandle staff and learned how the organisation works.
The staff team have been very supportive - Wandle facilitate personal and professional development. We learnt new skills through TPAS Scrutiny Training and education
What would you say to someone considering of joining?
You will have the opportunity to make a difference at Wandle, to help shape the services and improve outcomes.
The Panel offers an opportunity to champion the customer’s voice, concerns and broader interests
Working together on the panel is enjoyable and rewarding – you can meet new people and make friends.
If you’d like to find out more about the Customer Excellence Panel, or join us – please get in touch: customerempowerment@wandle.com.
We're still working out what our targets for these measures will be in 2024/25.