Something to shout about

Last year we couldn’t meet with you in person to get your feedback because of the pandemic but we’ve been so pleased to see a record number of you get involved in our new virtual meetings.

11169

Phone interviews

3287

Survey responses

64

customer meetings

49

Estate inspections

Yes! Of course. We really value the time and information we get from all of our involved customers. The feedback we've received has lead to changes in many areas for example:

You told us that: you'd like to be able to do more on our app including report repairs. 

We listened and now: we’re developing our app so you can do more, this will include a pilot which will allow you to report repairs to us online.

You told us that: you'd like the aids and adaptations process to be a little quicker.

We listened and now: we've changed our approvals process to speed things up. You'll get a decision sooner and work in your home can be completed faster.

Diversity is at the heart of all of our customer involvement opportunities. We want to hear the views of our customers from all backgrounds, and tenancies. Your feedback is really important and makes a big difference in how we improve the services you receive.

As well as getting better services from us, getting involved with us can be a great way to challenge yourself, do something different and help improve your self-esteem and confidence. It’s also a great way to learn new skills and support your development

(Please note: You won't be able to review individual complaints or issues specific to you.)

Support - If you've got any concerns about getting involved, we're here to help find the solution. We can even offer one to one support if you need it.

Training - You’ll receive all the training you need to take part in the group that you're a part of. For example we offer training in equality and diversity, report writing and understanding performance information. We'll discuss your personal training needs with you when you join. When you're settled in we’ll find out if you need any more support.

Expenses - We'll make sure getting involved doesn’t cost you. You can get involved from the comfort of your own home if you're able to. If this isn’t possible we'll pay for bus and train travel and/or reasonable expenses, such as mileage or caring costs.

Engagement - You’ll get access to Yammer, a secure online group where you can talk to other customers. You can also use it to look at information we send to you.  

Some of our involvement groups (e.g. surveys) require just a few minutes of your time. However, others (e.g. My Impact or My Scrutiny) require you to meet on a regular basis.

We understand you may be busy and so before you get involved, we’ll talk to you to make sure you know what’s expected of you and the time you need to commit.

We can send you information in advance to help you prepare (usually up to one week before).

I still have questions!

If you'd like to know more our friendly Customer Scrutiny Team will be more than happy to have a chat with you.


Call or text us on: 07771 676 773

Email us at: customerscrutiny@midlandheart.org.uk

Drop into a Q&A session on Microsoft Teams the first Wednesday of every month between 3pm - 4pm

Or you can find out more about the different activities here.

I'm ready to sign up...

Great! We can't wait for you to join us. Fill out the form below and we'll get in touch to let you know what happens next.