Working with you to improve services

Juliana Crowe, Chair of Stonewater’s Customer Experience Challenge and Assurance Panel (CX CAP)

CX CAP is a team of Stonewater customers, board members, and senior leaders that work together to review customer survey results, complaints, and other feedback to identify ways to improve Stonewater’s services.

The last couple of years has been tough for everyone, and we now face a cost of living crisis that is putting a squeeze on many customers’ finances as well as businesses like Stonewater. For many families, we recognise this is putting considerable strain on you just to get by. Now more than ever, it’s really important that our customers are getting value for money and that your voices is heard so that when something isn’t right, we make changes to meet your needs.

Last year, I asked customers to get involved to help improve Stonewater services, and I have been delighted with the response. Everyone who has responded to surveys, joined our Facebook and WhatsApp groups, volunteered as a community champion, joined the Scrutiny Panel or one of our other working groups, you have helped identify improvements and are helping us to make real changes.

As you know, Stonewater has made some big changes in the way we deliver our services to you with teams of specialist staff across the business, and we are using your feedback to make sure these changes are delivering the support you need, wherever you live.

Working groups

I have been really impressed with the progress that our working groups are making and the challenges they have overcome. Working ‘virtually’, these groups are using technology to hold online meetings to continue to meet and make suggestions on the way we can improve services.

The Ageing Well Board is a real success, and we were overwhelmed with the response when we asked customers to be a part of it. It is growing in strength as members champion independent living with Stonewater.

The Scrutiny Panel has a new chair and six new members, and have been busy working on reviews of areas such as repairs and communication with clear recommendations to improve services.

Our recently launched Community Champions recognises customers as Stonewater’s ‘eyes and ears’ on the ground and in their communities.

Using your feedback and discussion from the different groups, we can identify patterns and areas where services are not delivering the high standards you expect, and where we wish to deliver. From this, we can work with customers and employees to identify ways to improve them. With so many changes around us, this work never stops, and we will always want to involve more customers. The focus on CX CAP remains the same: “If it matters to you, it matters to us”.

Finally a huge thank you for anyone who was involved last year and I hope that you continue to be involved. Together, we can continue our journey to shape and improve services to meet your needs.

Juliana Crowe

If you would like to get involved, please contact customer.engagement@stonewater.org