During the year, we hold team away days – a day where we step away from our usual work to reflect and plan the year ahead. It helps us to think about how we can deliver better services to meet our tenants needs.
But this year, we wanted to try something new in line with our corporate plan, Tenants at Heart.
A new way to listen
No one understands the experience of living in our homes better than you, our tenants, and one of the highlights for our Tenancy Services away day this year was the introduction of a tenant panel made up of members from our Involved Tenant groups.
At the start of the day, colleagues were invited to scan a barcode to submit questions about tenant experience and the new corporate plan. Our tenant panel answered these questions and shared their honest views, alongside the Head of Tenant Insight, Jess.
The tenant panel shared some moving messages about truly keeping tenants at the heart of everything and where we could improve that – from initial contact to recording tenant feedback as it’s given and making sure that feedback reaches the team it’s intended for.
Why does it matter?
Over the last two years, we’ve been speaking and listening to thousands of you to understand what we need to do to improve our services. Whether it’s support with antisocial behaviour, changing contractors, or adapting your home so it’s easier to move around, we want to make sure our services offer real value and meet your needs.
Being able to hear from you directly and getting you more involved behind the scenes helps us to build stronger communities. The new corporate plan is shaped by our your voice and, going forward, we’ll be collaborating more and co-producing our services together.
Recognising the impact
It was incredible seeing how many colleagues recognised the tenants on our panel from previous interactions either through events, training videos or interviews panels. Overall, there was positive feedback from both colleagues and tenants on how the day went.
One tenant panel member summed up the day perfectly:
“From what I heard from Midland Heart employees during the conference, they will try to improve their customer service. They‘ll also try to be more empathetic towards tenants who have issues inside and outside their property. Today, I felt it validated that tenants are important to Midland Heart, and this gave me faith in your company moving forwards.”
Our priority is to put you at the heart of all we do. These real experiences and honest feedback help to shape and improve the services you expect from us.
If you’d like to find out more about becoming an Involved Tenant, please take a look at our website or email customerscrutiny@midlandheart.org.uk
