TPAS finalists: Let’s get digital!

In case you didn’t already know, we’ve been shortlisted in the National TPAS Cymru Good Practice Awards! Not only that, we’ve got two entries in the ‘involving tenants in shaping services’ category.

Our Let’s get digital project is the second of our shortlisted entries for this year’s awards. You can read more about our other entry which involves our support customers in our recruitment and selection process, here.

We continue to put customers at the heart of everything we do and have expanded our involvement opportunities to ensure customers can continue to scrutinise and test our services by introducing digital opportunities.

Our digital mystery shoppers programme was developed with guidance from our involved customers who sit on our Service Improvement team and Scrutiny Panel, along with colleagues from our Customer Experience team.

Being a mystery shopper enables customers to give feedback at a time and date to suit them from the comfort of their own home, whilst providing us with valuable insight to the services they are receiving. With one-to-one support available, equipment loan facility, Wi-Fi provision and an online training programme, we’ve seen an increase of working customers signing-up as they’re able to fit this method in around their work/home life.

Question of the month enables us to get ‘live’ topical feedback from our customers on the services they receive. All customers are asked the same question during each month. Customers have the opportunity to get their voice heard through incoming calls to our Customer Services team, social media posts and polls, and interactions with colleagues.

Results
Having feedback direct from customers about their lived experience of receiving our services has helped us to make sure our services are fit for purpose. Here’s just some examples of how customers have influenced some of our services:

  • Updated the automated phone options to get to the right person quicker
  • Offered a three-month free trial of period products for our customers
  • Built a business case to improve self-service options for customers

Our engagement opportunities are much more than customers influencing our services. They are opportunities for colleagues and customers to come together to co-produce the best service possible.

If you’re a customer who’s interested in getting involved to help influence what’s happening in your local area, click here to find out more!