Customer influence boosted by new network group

Customers living in our 43,000 homes will have an even greater level of influence in shaping and improving services after the launch of a new community influence network.

The Customer & Community Influence Network (CCIN) held its inaugural meeting in central Birmingham in December and is formed of nine customers from right across our Central England and South West operating area. The purpose of the new group is to create the opportunity for customers to influence decision-making and scrutinise performance and it will meet on a bi-monthly basis.

CCIN will also work closely with colleagues and customers across Bromford to bring customer feedback and learning to the forefront of what we do as an organisation.

Homeowner Ian Macadie, who has lived in his Bromford property in Cheltenham for over 20 years, is one of the new network members having previously served as a member of the former CCN group.

He said: “The formation of CCIN offers a real opportunity to revitalise and give an extra focus to customer service. Whilst our belief in customers is central to why we exist, I think it’s useful to change the way we work to remind ourselves why it is so important and to minimise the gap between what we say we will do and what we actually put into practice.”

Paul Coates, executive director of customer experience, added: “It is important we develop a positive, honest and close working relationship with customers, and between our influence networks and the Bromford Board. The importance of this is clearly set out in the Government’s Social Housing Green Paper, which in part has been in response to the tragic fire at Grenfell Tower.

“The role of the customer has always been at the forefront of what Bromford is all about but even more so now with the launch of these new customer network, we will seek to strike absolutely the right balance between local and wider organisational influence.”

Customers interested in learning more about the opportunities open to them should call Delphine Guillemoteau on 01454 821 079 or email delphine.guillemoteau@bromford.co.uk.