Our Customer Engagement Plan sets out how we will engage more with our customers and do this in new and fun ways.
You will be able to download the full document or an easy read version.
Engaging with our customers is very important to Blackwood so we would love to hear from you if you want to help us improve services and plan for the future.
It doesn’t matter if you can spare 5 minutes or 5 hours – we value your time.
COUNT ME IN
We are committed to supporting customers to become involved in shaping Blackwood's services. You can get involved in a number of ways to help shape and improve the services we provide as set out below.
Feedback and Opinion
We really appreciate all types of feedback, including complaints and it has a big impact on shaping our thoughts and ideas about our services. You can provide feedback by completing the range of surveys and satisfaction cards that we issues. However, if you would like to join our mailing list for our more regular survey SIGN UP HERE These regular surveys are conducted using email and the internet.
Tenants groups get together to tackle issues and we have a number across Blackwood. If you are interested in joining a group or starting up a new one contact your local housing officer – you can find their contact details here. We provide support and training for new and existing groups and it’s a great way to meet your neighbours and have some fun.
Set up in each of our 3 regions, Scrutiny Panels focus on making sure Blackwood’s performance measures up to our promises and undertake a range of different types of scrutiny activities acting as a critical friend to the organisation. As part of this role tenants also have the opportunity to take part in other activities such as selection panels for recruitment of contractors carrying out services in that area. Membership is open to any tenant in that region. If you are interested in joining one of our Scrutiny Panels please contact your local Housing Officer.
We are keen for volunteers across our housing and care homes to be Digital Ambassadors – those who can take some time to teach others digital skills that we take for granted on a day-to-day basis, such as sending emails, reading news, watching videos and online shopping.
We are keen to encourage, train and equip local resident volunteers (Tenant Ambassadors) who really want to do something locally that might help others in the area. For example it’s really helpful to have local tenants who can:
- Support new tenants to understand what’s available in the local community
- Distribute information - help spread the word on what we do
- Use their skills to help others (e.g. gardening/handyperson/benefits)
- Provide stories for the tenant newsletter, Messenger
- Promote the benefits of new media (IT champions – show people how)
- Establish circles of support (from people to people like you)
- Help plant flowering bulbs and tend to plants
If you’d like to sign up to become an ambassador then please contact your local housing officer using the contact details provided.
Tenant members of Blackwood are encouraged to attend the Annual General Meeting and help shape the direction of the company. If you are interested in joining Blackwood as a member then go to our membership page.
In all our customer engagement activities we make every effort to use accessible venues and do everything we can to support tenants with particular needs, whether you need sign language interpreters, large print or audio information. Many of our activities can be done by post or phone so even if you cannot leave your house you can still participate! We plan to do more engagement activities using the internet and video conferencing options to encourage customers to get involved.