We are a group of Saffron customers, all working on a volunteer basis with one goal in mind: to make Saffron the best it can be. We oversee how Saffron customers are involved with decisions that affect the services they use. To do this, we review Saffron’s performance and agree an annual consultation plan for customers. We are also involved in reviewing Saffron policies that impact customers, and are in the process of nominating Non-Executive Directors for the Board.
Saffron introduced their new Customer Engagement Strategy in 2018. Since then, we have been working behind the scenes with Saffron to set up Customer Voice and to begin to implement the strategy.
The strategy includes a new structure for involving customers, as detailed in the October 2018 edition of Saffron News here, and Customer Voice is a key part of that. Once it is fully in place, customers will be able to attend community pop-up events, take surveys in a variety of ways, and take part in Task and Finish Groups. These are opportunities for customers to meet and look at Saffron’s services, and provide crucial feedback and suggestions. We will look at feedback from all of these activities and make recommendations to the Board.
Part of our role is also to oversee and monitor these changes. Periodically, we will look back at what has been agreed and analyse how well it is working.
As part of our planning, Customer Voice has three priority areas which will influence each piece of work we undertake:
Over the next few months, look out for information and updates about us on Saffron’s website, in the Saffron News newsletter and on the Saffron Facebook page.
Saffron, with the full backing of Customer Voice, has recently become an early adopter of ‘Together with Tenants’. This is a new National Housing Federation scheme for Housing Associations in England that was launched at the start of 2019. It aims to create stronger, more balanced relationships between landlords and their customers.
The four key ‘Together with Tenants’ actions are:
As an early adopter it means Saffron has signed up to be part of the trial.
Our final message is because we value and need your feedback. There will many ways we will ask for your input, so please ensure Saffron has up-to-date contact details for you. We will only use official channels to advertise, give information, or update you as the customer. These are the Saffron website, email, text, letters and Saffron Trust Facebook page.
You can contact the Customer Voice Team by emailing firstname.lastname@example.org
Customer Voice are currently looking to expand their Group and recruiting more members, please see the advert below.