Customer voice
Our Customer Voice team is here to ensure customers like you have their voices heard.
Customer voice
We’re serious about listening and acting on what you have to say. Our Customer Voice team works hard to create more opportunities for you to get involved, have your say, and give feedback on the services we provide.
Your voice matters to us
Our Customer Voice Strategy sets out our approach to ensure we are truly hearing, listening, and acting on your views. Our four customer teams help us deliver this strategy:
Customer Co-creation team
Customer Purchasing team
Building Safety team
Customer Scrutiny team
Customers in these teams come from a diverse range of backgrounds and bring a wealth of experience, knowledge and skills to support this work. Our customer teams work to involve your feedback into our priority setting, and service design to ensure we’re meeting your needs. The teams are here to give you a voice and enable you to have your say on our services.
Customer Scrutiny Panel
Our Customer Scrutiny Panel (CSP) is made up of a group of customers who are here to make sure the customer voice is heard and acted on, at every level of One Manchester. The CSP plays a central role in our governance structure. They meet regularly and carry out service reviews, putting together reports, giving constructive feedback and recommendations based on evidence. Having this in-depth look at our services makes sure that, where we need to improve, customer-focussed solutions are always found, and positive changes made. This is more important than ever this year, as we start to be assessed against the new Consumer Standards and Tenant Satisfaction Measures (TSMs).
What are the CSP working on this year?
The new panel is kicking things off with a repairs service review, which we know from customers is a top priority. This involves looking at your feedback from the Big Listen, mapping customer journeys within the service, and using all of this to rebuild an improved repairs service with a better customer experience.
Stay tuned - we've got plenty of updates on what the CSP have been busy doing, coming soon.
Opportunities to get involved
Thank you for your feedback!
Over the past year, we've been actively engaging with you to hear your views on the services we offer. Our goal has been to listen and use your feedback to improve the services we provide for you. We'd like to say a big thank you to all of you who had your say!
What’s next?
We're dedicated to improving our services, your feedback has already helped us launch our new neighbourhoods service, but we're not stopping there. We’re now working hard to make changes to our repairs service, we’ll be sure to keep you updated on our progress.
If you have any more feedback or suggestions, please don't hesitate to reach out here. Your voice matters to us, and we're here to listen.