Derwent Living’s customer engagement team is responsible for all resident involvement activities within the organisation. This includes providing opportunities for our residents, customers and tenants to get involved and have their say on how services are delivered.
The customer engagement team facilitates a wide range of involvement methods, from the more traditional meetings and forums, to our digital offerings.
You can read more about the different opportunities available here.
Led by manager, Mitch Allseybrook, team leader, Harriet Nicol, and officer, Nicolle Jones-Cox, the team includes our customer experience assistants, complaints officer Simon Cooke and the customer engagement apprentice.
Mitch, Harriet and Nicolle are the ones you’ll be most familiar with if you have attended any of our meetings, events or are part of one of our panels or forums. Simon handles the complaints and compliments that Derwent Living receive. He has a great deal of contact with customers in this role, investigating when things could have gone better, and highlighting what’s worked well.
Our customer experience assistants are a team of knowledgeable staff on hand to answer your calls. They are the first point of contact for many of our customers, and can deal with a whole range of enquiries, they are also responsible for handling queries we receive through the website. When you speak to the team it may seem like they are asking a lot of questions, but this is so they can help you in the most efficient way, or direct your query to the relevant team.
Speaking about customer engagement, Mitch says, “We’re here to give customers the opportunity to get involved with us and have their say. We’ll listen to your feedback, whether that’s through meetings, forums, surveys, complaints or in a telephone conversation, and we’ll use this feedback to help improve the quality of our services.”
There’s a wide variety of ways to get involved with us, if you’d like more information, please contact us.