Help us communicate better with you

We recently launched a new customer excellence programme. Part of the programme is about how we communicate with our customers.

Our goal is to improve and simplify the language that we use, and how we sound when interacting with our customers. We worked with an external company that specialises in this sort of thing, who reviewed some of our communications including our web pages, printed materials, strategies, complaints responses and external and internal communications.

What does this mean?

There was some good stuff in the review, but overall, there is room for improvement.

With the help of the feedback we received, we have pulled together 3 principles that we would like to use when communicating with our customers. 

The 3 C’s:

We Bring Care - We show empathy for our residents’ lives and needs

We Bring Clarity - We make everything easy to understand

We Bring Confidence - We give accurate, transparent information to build trust

These three principles will help us deliver the things our customers want from our letters and emails.

Help us improve

The survey below asks you to look at two sample letters and tell us what you think of them and which one you prefer. We will use your feedback to improve the way we write to you, in letters and emails.