Your feedback informs our new Communication and Engagement Policy

Thank you to everyone who gave their feedback to help us create a new Communications and Engagement Policy. We asked you what you thought of our proposed communication service standards, and how well we currently meet these.
 
What you told us:
 
You told us that our proposed vision statement needed to be kept simple. You supported our proposed Service Standards, with the most important being about us being ‘polite, helpful and treating you with dignity and respect’. You also told us that it was important that we offer accessible services for anyone who isn’t online or isn’t confident about accessing services online. You also gave us lots of feedback about how we currently communicate, including making our written information clearer and making our website more useful.
 
What we’ve done:
 
We’ve simplified our vision. We have included the proposed Communication Service Standards in our new policy, and we are now self-assessing ourselves against them.   This self-assessment will include the review of our written communications and our website content, so we become clearer, more accessible, and where applicable, state what actions we’re going to take and when. We are committed to treating all our customers with dignity and respect and in addition to staff training, we are setting updated customer care standards for our contractors when we procure new services. Our new policy acknowledges the importance of telephone and in person communication for residents who need or prefer to access our service in this way.

We’ll shortly publish our new Communications and Engagement Policy on our website.