On Tuesday 19 September our Customer Roadshow, a three-month long series of engagement events, drew to a close.
Between July and September, GSA colleagues held roadshow events in Cradley Heath, Corsham, Oxford, Coventry, Calne, Wolverhampton, Bilston, Chippenham, Purton and Brierley Hill.
The final stop was at Round Oak Court in Brierley Hill. Braving rain showers, customers attended the event between 11am and 3pm. Customers had the opportunity to meet our colleagues and discuss matters relating to their homes and community with us.
Our Chief Operating Officer, Maxine Espley, said: “This summer our teams have held a total of ten roadshow events which span the length and breadth of our localities and in every location, it has provided an important opportunity to listen to customers, and to follow-up action based on their feedback. I know how much these events have been welcomed and valued by our customers.
“The roadshows have also been attended and supported by members of our Customer Panel and this has proved to be a great platform to explain our new customer involvement offer and promote opportunities to join our customer panel and focus groups.
“The roadshows have brought many colleagues together and it has been great to see and hear about the way in which teams have collaborated during these events.
“I want to say a huge thank you to all our colleagues and customer panel members who have contributed towards the success of the roadshows. Everyone involved in organising and attending the events should feel proud of what has been achieved over the past few months. We now have lots of feedback to be able to shape our next steps and help resolve the issues our customers have highlighted.”
Hundreds of customers attended roadshow events over the summer and some common themes emerged from the consultations revealing that customers are concerned about the maintenance of their homes and want to know what is happening with outstanding repairs, the maintenance and upkeep of communal spaces and grassed areas.
Other frequently raised issues were dissatisfaction with general communication levels and GSA not keeping customers updated on matters to do with their home. Some customers also shared their concerns about the treatment of gardens and shared spaces by other residents.
On a more positive note, during the roadshow sessions customers also commented that they like where they live with many saying they love their home, the quietness of their local area and being close to family.
Looking to the future, the current intention is to hold the roadshows annually but with a plan to visit different areas each time.