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Customers Connect - our online event

Thank you to all those who attended Customers Connect 2021, bringing us together so that we can listen to you, and work with you to improve our services.

Our event ran from 15 – 26 November 2021, and included 27 different activities including sessions on:

  • Repairs and maintenance
  • Local services
  • Our website and other digital services
  • How to get involved and make a difference
  • Plus training and demos
To view presentations and videos presented at these sessions during Customers Connect 2021 head to Customers Connect - resources

Carry on the conversation on our dedicated discussion forum

We’ve set up a dedicated Customers Connect discussion forum so you can share your thoughts and feedback from the sessions you’ve attended and ask any questions you have. Join the conversation here on the OAK - if you don’t already have an OAK account, click on the button that says ‘create new account’.

Feedback and outcomes from Customers Connect

After the conference we followed up on 503 different requests for service and outstanding queries. As well as individual experiences and issues, we also heard the following feedback:

Quality of our services

You told us we need to:

  • Solve issues more efficiently and quickly
  • Show that we are listening, and that your priorities are our priority
  • Make it easier for you to provide feedback
  • Make you feel more valued as customers
  • Build confidence in how well we manage our staff, contracts and contractors

Our communication

You told us we need to:

  • Contact you when we say we will
  • Keep you better informed about what we're doing
  • Make it easier to understand how our services work and what you can expect from us
  • Communicate more proactively with you
  • Make it easier to find information, and to speak to us

Our culture

You told us we need to:

  • Work better in partnership with you
  • Build your trust in us and our services
  • Make sure all residents are shown the same respect, courtesy and empathy
  • Work better with you to monitor performance and design our services
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What is happening with this feedback?

Reports have been submitted to our Board and Executive Teams. The Board is discussing the report as a priority in their next meeting in March. Some improvements we will be able to put in place more quickly, others will take time. But you can feel confident that the feedback is being taken seriously.

Some 'quick wins' we're already working on

  • We're launching a new service update bulletin - to be sent via email and post - to keep you better informed about our services
  • We're working on a new Customer Charter and service level agreements that you can measure our performance against
  • We're improving our online forms so that you'll be guaranteed a personal response when you request a service via our website
  • Join our new consumer panel to discuss our services and share your experiences at the next meeting on 22 March
  • We've improved our update contact details form so it's easier for you to update your contact details so you receive all our emails
  • We're monitoring our staff against new values and organising more training to improve your experience of being a Hyde customer
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A recap of our Customers Connect activities

  • 27 different online activities including a link-up between two sheltered housing lounges
  • 69 members of staff were involved from 21 different Hyde teams / service areas, including the Chair of Hyde’s Board
  • 584 logins in total
  • 122 different residents took part and 69 members of staff. Some of the staff that attended sessions are also Hyde residents
  • 503 requests for service, including some outstanding requests and complaints.

Missed out on Customers Connect? Don't worry you can review resources from our online sessions including videos and presentations - Customers Connect - resources

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