Welcome
to the 2015 customer
Help us to be
our best
Every year we publish the customer
annual review to provide you with clear,
no-nonsense performance information
that enables you to hold us to account for
doing what we say we will, but we can only
improve with your help.
annual review.
You will read in this review how lots of you
have helped us improve what we do. From
getting involved in developing our new
services, improving existing ones or helping
us to get to the bottom of a complaint to
ensure failures in our services are picked up
and never happen again – it all helps. The
same applies when you give us feedback on
how things are working: It’s all essential in
ensuring we’re performing for you.
This review aims to provide you, our customer,
with an update on how we’ve delivered against
our promises over the last 12 months.
Over the last few years you have been
helping us develop the Bromford Deal a relationship based on trust that we’d
like to build upon with each and every
one of you.
New customers will be very familiar
with the Deal - a Bromford colleague
will have talked you through this
on sign up. However, if you were a
customer before 2012 you may be less
familiar with how the Deal services
can help you achieve your ambitions.
It’s worth taking a look here for more
information.
Last year we promised to spend
an additional £1million to widen
the opportunities available to all
Did
you
?
know
customers. This investment means
that more of you can benefit from
having a Deal relationship with us
and access services that can help you
make the most out of life. You can read
more about what services we provide
and the impact these are having
throughout this review.
So, read on to find out more about
how we’ve performed for you, how
we’ve delivered against our Deal
promises and the difference this is
making. You can also take a look at
the feedback you’ve given us and
discover how we’re using this to
improve our services.
This annual review is not the only way to keep up to speed
with how we are performing for you. Visit
www.bromford.co.uk where we regularly publish
information about new services and how you can get involved.
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CUSTOMER ANNUAL REVIEW 2015
How can you help? Whether you attend a
meeting, send a quick tweet or comment
on our Facebook page, everything you
tell us or any involvement you have, helps
inform what we need to do to improve and
where we need to invest in the future. So
we would urge you to have your say and
get involved. There are loads of ways to get
in touch, take a look on page 12 for more
information.
Inside
4-11 How we’ve performed for you
12
Get involved & have your say
14 VfM
15
Social value
16-17 One customers view
18-19 Looking forward
CUSTOMER ANNUAL REVIEW 2015
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