An update from James Feetham-Evan, Inclusive Services Team Leader
Hi everyone,
At Great Places, we want every customer to feel listened to, respected and supported. As part of our Customer Experience Strategy, we’re spending more time getting to know our customers so we can understand the different needs people have across our communities. This helps us make our services fair, inclusive and easier for everyone to use.
Over the past year, we’ve been asking customers to update their household information. By knowing a bit more about your day‑to‑day needs, we can shape our services so they work better for you.
We’re pleased to share that we’ve now made nearly 7,000 service adjustments based on what customers have told us. These changes help us support people in ways that make things simpler and more comfortable, especially when health, communication or accessibility needs affect how you get in touch with us.
We’re building a clearer picture of different needs, including:
- Physical health
- Mental health
- Language or communication difficulties
- Neurological or neurodivergent conditions
This understanding allows us to make small but important changes, such as:
- Giving you extra time to meet us at the door
- Offering translation or interpretation services
- Sending information before any visits to help reduce worry
- Prioritising homes where medical equipment depends on power or water
These adjustments help make our services easier to use and help build trust, so customers feel heard and valued.
How this helps in real life
We’re collecting real stories from customers who say these changes have helped them feel more at ease and more confident when dealing with us. We’ll be sharing some of these stories from across our regions in the coming months.
Thank you to everyone who has updated their household information. Your support is helping us create fairer, more responsive services for all our customers at Great Places.
James Feetham-Evans
