Why we have a Customer involvement strategy
This strategy is our plan for delivering meaningful and accessible customer involvement across all our services. It will ensure our approach delivers our strategic objectives and meets the expectations of our customers and the Regulator of Social Housing.
What success will look like – our vision: for more Hyde customers to feel satisfied that we listen to their views and act upon them - to influence service improvement and inform decision-making.
Read our full strategy document.
Our aims and how we’re going to achieve them
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Help embed a customer-driven culture
- We’ll provide opportunities for customers to influence the services that matter
- Help Hyde colleagues and board members to be more visible and accountable
- Make sure feedback and engagement informs decision making – find out how we’re using feedback
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Transparent and accountable services, with feedback leading to service improvements
- We’ll provide easily accessible performance information
- We’ll enable scrutiny of performance and opportunities for influence.
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Creating meaningful and effective resident engagement in our neighbourhoods
- Make sure resident priorities informing neighbourhood plans and activities
- Improve customer communications and access to information
- Properly support our engaged Tenants and Resident Associations (TRAs)
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An accessible and inclusive customer involvement service that uses data effectively
- Better understanding, and acting upon, our residents’ needs, behaviours and opinions – find out how we’re using feedback
- To better understand differences in satisfaction, including using our Tenant Satisfaction Measures
- Making sure that customer insight informs activities that have direct results in service change and improvement.
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Recognise the commitment and dedication of resident volunteers; reimbursing them fairly and acknowledging their time, efforts, and expertise
- For residents to feel appropriately recognised, rewarded and reimbursed
- Residents to feel informed and supported to engage, challenge and scrutinise effectively
Our principles for customer involvement
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Building trust and improving perception
Residents should feel confident that we’re listening to their needs and opinions and acting on feedback to put things right where we can.
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Meaningful engagement in our neighbourhoods
Residents should be able to talk to us about the things that matter. We support local, resident-led involvement such as community groups and TRAs.
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Being open about performance
Acknowledging where improvements can be made, and celebrating where we use insight to improve so everyone recognises the part feedback plays in positive change.
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Delivering customer-driven services
Working effectively and collaboratively in partnership with customers and using a range of involvement tools to deliver customer-focused services.
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Fostering a customer-driven culture
By creating more opportunities for colleagues to actively engage with residents and get out into our communities, we’ll build empathy and tackle stigma.
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Using insight, intelligence, inclusion data and innovation
To improve our knowledge and understanding of our customers’ needs, behaviours and opinions.