This week, we are celebrating National Involvement Week because we believe in the power of your voice and the importance of getting involved.
There are various ways for you to participate, including:
- Joining our Nibbles N Natter local events to share your experiences and ideas.
- Volunteering at one of our community hubs to help organise activities for your local area.
- Participating in our Customer Scrutiny Panel, where you can help review and improve our services.
- Applying for funding through our Kindness Fund to support community projects.
To learn more about how you can get involved, visit: Get Involved.
Introducing Our Customer Voice Strategy
We are excited to announce the launch of our Customer Voice Strategy, co-designed with over 200 customers earlier this year.
This strategy focuses on embedding a culture of listening to customers and acting on their feedback. By amplifying the customer voice within MSV, we aim to ensure that your influence leads to positive improvements in service delivery.
You can access the Customer Voice Strategy document here: Customer Voice Strategy 2024-27.
Customer and Communities Committee Meeting
As part of our commitment to customer engagement, we are bringing together our Customer and Communities Committee this week. Our four new customer members are working closely with MSV’s Board members to ensure that customer perspectives remain at the heart of everything we do.
Community Hubs: Connecting Locally
Customers are at the heart of our community hubs in Bramhall, Bredbury, and Carrbrook. Volunteers dedicate their time to coordinate and deliver a range of activities, from social evenings and sign language classes to children's events. If you’d like to get involved in your local hub, please visit: Community Hubs.
Join the Conversation: Customer Scrutiny Panel
Our Customer Scrutiny Panel plays a vital role in reviewing different service areas throughout the year, making recommendations to improve our services. Members are currently attending the TPAS National Conference, which is spotlighting significant changes to regulation in social housing.
Community-Led Projects: Community Gardens
We’re thrilled to highlight the efforts of our customers who have come together to revitalise the Crofton Community Garden. This project aims to create a beautiful space for everyone in the local community to enjoy. If you have ideas for community projects or would like to get involved, please contact our Customer Voice Team at Involvement@msvhousing.co.uk.
Our Commitment to Co-Designing Services
At MSV, we are committed to co-creating our services with our customers to ensure we provide an excellent and inclusive customer experience. If you would like to join our Customer Voice Network, reach out to us at Involvement@msvhousing.co.uk.
MSV’s Kindness Fund: Supporting Community Initiatives
We also support individuals and groups wanting to make a difference in their communities. You can apply for funding of up to £1,000 for projects that help improve lives and communities. For more details, visit: Community Funding.
Your Feedback Matters!
We value your input! Here’s how we’ve responded to your feedback:
- You Said: Allocate each customer a point of contact for complaints.
- We Did: Created a complaints letter assigning a case handler with their contact details.
- You Said: Provide guidance on the difference between complaints and dissatisfaction.
- We Did: Developed an easy-read leaflet explaining complaints and dissatisfaction.
- You Said: Support customers with hidden disabilities in the complaints process.
- We Did: Added a note in acknowledgment letters offering additional support.
Thank you for being an integral part of our community. Together, we can ensure that every voice is heard and valued!
