What the group do
As we develop new digital services, and make improvements to our digital offer, we work with this group to test and give feedback on some of the changes we’re making. The group helps us develop and improve our online 'MyAccount' customer portal by giving feedback, making suggestions and trying out new functions. By sharing their experiences of using our online tools, members help the development team improve our online services for everyone.
To get involved in involvement and influence opportunities such as the Digital Engagement Group, join our Customer Collective to be kept in the loop with upcoming activities.
What they’ve been involved in and how it’s making a difference:
Over 10 improvements have been made to MyAccount in response to the group’s feedback. This includes improved functionality to enable customers to update their own contact details directly through MyAccount.
Improving accessibility: feedback led to us developing an accessibility tool to mirror Hyde's website including translation capabilities.
Live chat audit trail: Residents raised concerns about the lack of an audit trail when using live chat and requested us to look into a way for residents to receive a copy of the chat history.
Disputing closed or incomplete jobs: Residents asked us to consider implementing a feature for customers to dispute closed work orders or report incomplete jobs and continue efforts to ensure follow-on work is properly raised as a follow-on job instead of a new job.
Improving reporting for communal issues: members said they wanted to be able to report issues for communal areas and for blocks other than their own. As a result, functionality was introduced to enable residents to raise communal repairs.
Vulnerability: The group highlighted that there needs to be greater clarity around what being flagged as ‘vulnerable’ on system means as some people think this means they get a quicker service.
To get involved in involvement and influence opportunities such as the Digital Engagement Group join our Customer Collective to be kept in the loop with upcoming activities.