It’s the small
things that
make all the
difference.
Our Customer and Communities Network
(CCN) is a team of customers who work closely
with us to ensure that we do what we say we’re
doing and to help us achieve more for you and
the communities you live in.
Throughout this review we talk a lot about what
we’re doing but, as we always say, it’s really
important to hear what you, our customers
think. So we caught up with Angela Terralonge
for a quick chat.
Angela, who lives in the West Midlands, has
been a Bromford customer for around two
years and we started by asking how long she’s
been a member of CCN and why she
got involved.
“It was around six months into being a Bromford
customer that I decided to get involved with
CCN. It all started when I wanted to make a
complaint and, after searching on the website,
realised it wasn’t that easy a process at the
time. After a few phone calls I finally got to
speak to my housing manager at the time, Sue
Rose, who arranged to come and see me.
“As soon as we met I felt like I’d known Sue
for ages. She listened to me and totally
Customer Annual Review 2018
understood my frustrations. She suggested that
I might be interested in CCN, and a month or
so later I was sitting with Sue Murray (director of
localities) having a chat about the ins and outs
of being a member. A couple of months later I
was in… and I have to say, I really enjoy it.
“It’s good to know that I have an influence
on some of the decisions that are made that
affect me and other customers. I get involved
with all sorts of things including questioning
why Bromford do some of the things they do.
For example, there were a number of reports
that were being regularly produced and it was
only when we (the CCN members ) questioned
‘why’ they were created, and ‘what’ they were
using the information for, that Bromford had a
rethink and decided that they weren’t actually
needed as the information within them was
duplicated in other reports.
“I live in a small block of flats and following
the Grenfell Tower fire tragedy in 2017 I was
obviously concerned and noticed that there
was no signage showing how to get out of the
building in an emergency. I raised this at one of
our meetings and am happy to say that this has
now been changed where I live.