We met with more than 50 of our residents in Chester to hear first-hand about their experience of our services.
The engagement was carried out ahead of some changes to our services in Chester and to the ways that our customers in the area can contact us. These are aimed at ensuring our staff are working closer to, and with, our local communities – something residents have told us they value.
From listening to our residents in Chester, it was clear that their views are strongly linked with two of the priorities in our new Resident Engagement Strategy. They told us:
- That they’d like to see stronger local engagement – local residents working with local teams to solve local problems. This includes having the option to meet with our teams face-to-face – whether in the local community, in residents’ homes or at one of our local offices.
- That they value a positive customer experience – being kept well informed and having a personal and responsive service that listens to residents.
Following your feedback, it was apparent that we need to be clearer about how you can access our services in Chester. We have written to every resident in Chester with full information about the ways to get in touch and speak with us. We’re also ensuring that this information is more prominent in the community and our local offices.