We’re always looking for ways to make services more inclusive and better suited to everyone’s needs.
That’s why two changes are being introduced to make interactions and annual reviews easier, clearer, and more person-centred.
A new approach to annual reviews
Each year, neighbourhood coaches meet with customers to review the services they receive. To make these reviews more accessible and inclusive, a new annual review form has been developed. Using simple language, pictures, and clear guidance, the form helps customers with diverse communication needs, protected characteristics, or vulnerabilities participate more confidently and comfortably.
The form is flexible; it can be completed on paper or interactively with a neighbourhood coach. It isn’t mandatory to use the new style form, but it is available to support reviews, helping ensure feedback is representative and meaningful. Insights collected will help continue shaping services that work better for all customers.
Making every contact count
Colleagues may also ask a few additional questions during calls or visits. These questions are intended to better understand customer needs, such as any vulnerabilities or requirements for reasonable adjustments, enabling fairer and more tailored services.
All questions are asked with care, and colleagues will explain why the information is being collected and how it will be used. This ensures services can be adapted appropriately, whether that involves adjusting visits, providing additional support, or tailoring communication to meet different needs.
Both of these changes reflect our continued commitment to inclusion. By creating new ways to gather feedback and make services more responsive to different needs, every interaction and annual review can become more accessible, meaningful, and person-centred.
