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Involving our customers is an important way of us finding out what’s important to you and what you would like to see from us in the future. It’s a chance to find out why we do what we do and to give us ideas on how we should move forward.

Our customers bring with them a wealth of skills, experiences and ideas that can help us work in new ways, shape our services and review our performance. We have to listen to your voices to ensure we improve how we work in future, learning from the feedback you give us, so our services are the best they can be.

How to get involved

We have set up a range of different ways that you can use to tell us about how we are doing and what you want to see done differently, so you can get involved in the way that suits your time commitments and the way you prefer to get in touch with us. The main ways we can hear your views are:

  • Feedback - helping inform us what life is like for you and how our services feel as a customer is really valuable feedback. Examples include replying to simple surveys by text message, telling us your experience of the service you received, to completing our detailed Customer Satisfaction Index questionnaire over the phone.

  • Local Groups - you can get involved with local community groups and speak to us collectively with your neighbours and work on the ground with us to help improve where you live. These can be groups that meet up or can be on online platforms such as a local Facebook Community Group. We also welcome customers who act willing to act as a community champion for your street or area.

  • Scrutiny - if you have a bit more time available then helping us review and re-design services and unpick customer complaints, so we understand how they work for customers and can be made better is a key role in helping us improve and ensure we have the customer at heart. Support and training is available to ensure you get the most of your involvement.

  • Prima Customer Board - having a seat on our Customer Board is our newest and most formal way to involve customers in what we do. The Customer Board is an important part of our business and it works best when they represent all customers and act confidently when making recommendations and decisions. The members will work with senior colleagues and Board members to challenge and test the business, reviewing our performance and ensuring we’re delivering what we say we will as well as offering value for money. This more formal way of getting involved people with the ability to represent all customers and the confidence to be involved with decision making. You can find out more about the Prima Customer Board and how to become a member here.