Customer Voice Strategy
You, our customers, are at the heart of what we do. Our responsibility is to help keep you safe and provide a place you can call home.
Our Customer Voice Strategy is about working with you, not just making decisions for you.
We focus on three simple things: listening, learning, and improving.
We listen to you when you share feedback, complete surveys, raise concerns, or take part in engagement activities.
We then bring this information together to learn what is working well and what needs improvement. By looking at feedback alongside service information, we get a clearer picture of what matters most to you.
We use what we learn to improve services, review policies, and make better decisions across Trent & Dove. This helps us provide safer homes, better services, and stronger communities.
Customer Voice Group
The Customer Voice Group is a group of customers who want to share their views and experiences.
You do not need any special skills or experience. Your experience living in a Trent & Dove home matters.
When you join the Customer Voice group, we may invite you to take part in different activities. You can choose what themes and topics you are interested in.
What support will I get?
We make sure everyone feels supported.
You will get:
- A clear introduction to Trent & Dove
- Friendly support from our Community Engagement Team
- Training for any activities you take part in
- Help if you have any access or support needs
How much time will it take?
The time you give is up to you. Some activities are quick and simple, like answering a short survey. Others may take a bit longer, such as joining a discussion or workshop.
You can step back, take a break, or leave the Customer Voice Group at any time.
Expenses and rewards
We want to ensure everyone can get involved by removing access or financial barriers.
We will:
- Pay agreed travel costs
- Cover reasonable out-of-pocket expenses
- Offer rewards such as prize draws and shopping vouchers
- Expenses and rewards will be proportional to the time invested. We also recognise and thank you for your time.
Events
We’re hosting in-person drop-in events where you can find out about the Customer Voice Group. Follow this link to see the recruitment calendar.
Our approach: The big picture
We listen to customers in many ways.
Not all customers want to join a group or attend meetings, so we also learn from the information you share with us every day.
This helps us understand what life is really like as a Trent & Dove customer and how our services are working. Here are the ways we listen, learn, and improve.
1. Tenant Satisfaction Measures (TSMs)
All social housing landlords must collect and publish Tenant Satisfaction Measures (TSMs). These are set nationally and help show how well landlords are doing.
We collect TSM information by asking customers about things like:
- how satisfied you are with our services
- how we handle repairs and safety
- how we listen and respond to you
We analyse this information carefully to spot patterns and trends. We then publish the results so customers and partners can see how we are performing.
2. Learning from surveys and feedback
We also learn from transactional surveys. These are short surveys you may receive after using a service, such as reporting a repair or contacting us for support.
These surveys help us understand:
- how easy it was for you to get help
- how staff treated you
- whether the service met your needs
Because this feedback is linked to real experiences, it helps us make quick and practical improvements.
3. Working with Customer Committee
Customer voice is also heard through our Customer Committee. This group of engaged customers works with us to look closely at performance, feedback, and service information.
We share what customers are telling us through surveys, TSMs, and engagement activities. The committee helps challenge us, ask questions, and make sure customer views are considered in decisions.
This helps strengthen accountability and keeps the customer voice visible at senior levels.
4. Learning from complaints
Complaints are another important way we listen.
When you raise a complaint, it tells us where something has gone wrong or not worked as it should. We do not just look at complaints one by one. We also review them together to understand wider issues.
We use complaints to:
- learn what needs to change
- improve services and processes
- prevent the same problems happening again
Get involved
There are no right or wrong answers. Your views matter.
By joining Your Voice, you can help improve services, influence decisions, and make a positive difference for your community.
Complete our online sign-up form
or email us at yourvoice@trentanddove.org
Together, we can listen, learn, and improve.