How to have your say

Our customers are at the heart of our business. Your opinions matter to us and we want your input on all areas of our work. Our new Customer Involvement Strategy provides a new range of opportunities for our customers to get involved in Equity and influence our business decisions, as well as continuing with some of the old ways that you have told us you prefer.

There are 3 levels of involvement :

Level 1 – Informal

This level of activity is about obtaining feedback and requires little commitment from customers other than when contacted. Methods may include:

• Surveys
• Scheme talkbacks / walkabouts
• Focus groups
• Multi-media groups
• Individual comments
• Individual customer complaints

Level 2 – Formal

At this level, a certain amount of commitment is required from customers to attend and contribute to meetings on a regular basis, which may include:

• Area Panels (former Tenant Committees) for the North West, Shropshire and Yorkshire/Derbyshire
• Scheme Customer Groups / Scheme Representatives
• Service Improvement Panels
• Tenant Mystery Shoppers

Level 3 – Governance

The Shadow Customer Panel will be part of the Group’s formal governance structure. The Panel will co-ordinate and assess the work done at levels 1 and 2 and importantly make recommendations arising from it to the Board. The Shadow Customer Panel will play a key role in terms of scrutiny and co-regulation.

If you are interested in becoming involved in how Equity runs, call us free on 0800 733 233 or email info@equityhousing.co.uk.

Membership of the panels and Shadow Customer Panel is open to all customers; selection / invitation to join them will be on the basis of the individual’s competencies, skills and contribution.

To view our Customer Involvement Strategy in full, please   Click here (PDF document 0.049MB)

Last updated: 05-05-2010