view
One customer’s
Evelyn Hazeldine has been a customer with Bromford for
over 14 years. She’s also an important part of the Customer
and Communities Network (CCN) - a panel of customers
who scrutinise our services and performance, ensuring we
do what we say we will. Here, she tells us more about her
role on CCN, what her hopes are for Bromford services in
the future and why you should get involved.
Evelyn on CCN
“I really wanted to get involved in CCN as you can share
your views on how Bromford can improve. I do and I
can assure you it works. Bromford do listen and your
views are all taken on board.
“As part of my role, I get to meet face-to-face with
senior Bromford people to hear how services are being
developed and delivered. I also get the chance to
really dig into whether these services are working for
customers.
“The other positive part of being a CCN member
is having the opportunity to develop new services
and influence the way they’re delivered. One of
the developments I was involved in this year was
considering how Bromford services should leave
customers feeling.”
A recent survey suggested that 23% of tenants in the
UK strongly disagreed that their landlords care about
them. Many of those questioned thought landlords had
focused too much on the function of services, rather
than how they left customers feeling. We asked CCN to
help us tackle this.
Evelyn continued: “CCN members considered the really
good experiences they’d had with other businesses.
We considered what it was about those experiences
that really stood out as something great. We also had
a think about what we would want customers to say
about Bromford. Here’s what we agreed.”
We asked Evelyn how the Deal was
working for her
Evelyn obviously loves being involved in shaping
Bromford services, but we asked her what advice
she would give other customers who were
considering getting involved.
“The Deal is an excellent idea as it brings
neighbourhoods closer together. Where I live I know
that there are always people I can turn to if I need help
and vice versa and that’s what it’s all about. It gives you
a sense of belonging and it almost feels like we’re all in
it together.
“I really enjoy being close to what Bromford does.
My advice to others who want to get involved is to
just go for it.
“What I really like is that it’s about a relationship that’s
being built up between Bromford and the customer
and that it’s about spotting an individual’s needs.
“With all the new technology, like social media,
you don’t have to go to meetings and spend loads
of time – just a simple email or Facebook message
helps Bromford to improve their services. I’ve
never been one to sit quietly in the corner.”
“I think CCN would like to hear more feedback from
customers on how the Deal is working for them. We’ll
be pushing Bromford to collect this feedback over the
coming year so that we know what is and isn’t working
for you. We can’t improve if we don’t know.”
And Evelyn’s advice to other
customers…
“CCN will be
watching carefully
how Bromford uses
these guidelines in the
future as we believe
it’s a vital part of
them building a Deal
relationship that’s
based on trust with
customers.”
“Go and find out more about the Deal
and the services that are available.
Don’t just wait for the information to
come to you, go and find it.”
CCN agreed that Bromford services should leave customers feeling like…
•
Bromford is on my side – they’re bothered about me, they helped
me get on with my life, they give a damn and they believed in me
•
romford is human – they listen and treat me like an individual.
B
They’ve got backbone – they’re no pushover, but they’re fair
•
I can trust Bromford – they’re honest with me and do what they say
•
Bromford is easy to deal with and they’re good value.
16
CUSTOMER ANNUAL REVIEW 2015
Evelyn on
getting involved
Did
you
?
know
You too can get involved in the Customer and Communities Network and really make a difference
to the way services are delivered at Bromford. All you need to do is drop an email to
[email protected] with a bit about yourself and why you want to be involved and
we’ll take it from there.