Customer Annual Review Customer Annual Review - Page 16

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.