Customer Voice and Influence: Our commitment to you
Your voice matters
At Bromford Flagship LiveWest (BFL), we believe your feedback should lead to real change. By listening to customers and acting on what you tell us, we can improve services, strengthen communities and make better decisions.
Our commitment is to ensure customers are heard, involved and able to see the impact your feedback has on shaping services and priorities across our organisation.
To find out more you can read our Customer Voice and Influence document.
Have your say on Customer Voice
Customer Voice is our online, interactive space where you can make a difference from the comfort of your home. There's plenty for you to get involved with, from surveys and polls to forums and photo competitions! You can share your thoughts on what’s important to you, provide feedback on our services and find out how feedback is shaping what we do.
It only takes a few minutes to register so what are you waiting for? Head over to the Customer Voice platform today to get started!
How your voice leads to change
Listen
We listen through:
- Surveys, including Tenant Satisfaction Measures (TSMs).
- Complaints, compliments and reviews.
- Conversations with customers in their local communities.
- Customer-led groups and networks.
- Workshops, task and finish groups and improvement projects.
- Customer Voice, our online engagement platform.
- Customer-led scrutiny.
Understand
We bring together feedback, survey results, complaints, performance information and service data to understand what matters most. This helps us identify themes, trends and underlying issues.
Where it helps, we work directly with customers to design, test and challenge improvements. This includes learning from complaints, compliments and customer feedback to improve services.
Act
We use your feedback to:
- Improve services and customer journeys.
- Fix issues and prevent them happening again.
- Shape decisions and priorities.
- Review procurement and contract arrangements.
- Design digital services and systems.
Closing the loop
We know it is important for you to understand how your feedback leads to change. We will be open and transparent about the impact of your contribution.
We track performance and outcomes to make sure changes deliver real improvements. Through the Customer Voice platform, we will share regular ‘you said, we did’ updates.
In our regular updates we will show you:
- What we have heard.
- What we are doing about it.
- What has changed as a result.
- What we cannot change and why.
Ways to get involved
Customer connections
Listening to customers, from our regular surveys, reviews, complaints and compliments. Every piece of feedback helps shape future improvements. You can share your thoughts on what’s important to you, provide feedback on our services and find out how feedback is shaping what we do on our digital platform, Customer Voice.
External influence
Our increased scale means we can have a bigger voice when it comes to influencing national and regional policy, improving standards, and working with partners to drive positive change. Whether it is sharing customer stories, speaking at events, talking to national and local politicians or contributing to scrutiny we’re making sure that real voices are heard where it matters most.
Regional customer networks
Our regional customer networks offer a structured and meaningful way to influence service delivery and performance. Sessions are held in person and online where engaged customers are empowered to hold leaders to account, with a strong and clear link to our internal regional boards.
Customer-led scrutiny
Ensuring services are shaped by the people who use them. Review service performance, feedback and outcomes, identify improvements, and make recommendations based on lived experience. Work with colleagues to challenge performance, explore issues and help develop solutions, with findings shared with senior leaders to drive action.
Shared Owners virtual panel
Made up of shared owners, this panel meets every 6 months to voice opinions and give feedback on the services they receive. The Homeowners Virtual Panel also holds strategic influence, where a member of the panel also attends our Customer Committee meetings which reports to our board.
How your influence shapes decisions
Customer feedback helps influence:
- Local priorities and community issues.
- Service improvements.
- Policies and service standards.
- Procurement and contract monitoring.
- Digital systems and customer portals.
- Service design and customer journeys.
- Business strategy and priorities.
Our customer voice approach will continue to evolve. We're exploring opportunities to expand involvement through new customer groups and greater opportunities for you to help shape services and strategic decisions. Your ideas are always welcome.
If you have any ideas or would like to get involved please register your interest with our short form.
Developing our approach
Our approach to customer voice and influence will continue to evolve.
Customers have suggested future opportunities such as:
- A dedicated disability group.
- Groups focused on new homes, sustainability, technology or innovation.
- More opportunities for rural communities.
- More customer involvement in procurement and user testing.
- More opportunities for customers to meet Board members and senior leaders.
We will consider these ideas as our approach develops and will be clear about what we can take forward, when and why.
We're committed to improving tenant involvement
We’re proud members of customer engagement experts TPAS, who help us to improve how we involve our customers and the wider community in what we do.
Membership means we have access to additional support and advice. By increasing our skills and knowledge we will be able to raise our engagement standards across the board. This reinforces our commitment of giving you the opportunity to influence our work so that we can continually improve the services we offer.
Ensuring everyone's voice is heard
We’re committed to encouraging an inclusive and diverse community of involved customers with a strong sense of belonging. We aim to attract the best people, and embrace diversity of age, disability status, race, sexual orientation, sex, gender identity/expression, religion and belief, to ensure everyone has the opportunity to share their views. We'll listen to the feedback from our customers and use this to help us understand what matters most and how we can improve our services.