The Big Get Together
The Big Get Together, which took place on 16 June 2011, was one of the biggest events that Derwent Living had organised in recent times. Nearly 150 customers attended the event while another 30 watched along online via a live web broadcast.
Derwent Living colleagues and partner organisations were on-hand to talk about all aspects of the services they provide. The Board were also available to talk with customers throughout the evening. Board Chair Suzy Brain England and Chief Executive Peter McCormack’s speeches and the screening of a four-minute documentary were particular highlights.
There was a grand prize draw for everyone who attended. Prizes included a full room and garden make-over which was kindly donated by our contractors. There were also several spot prizes awarded throughout the night. Kids were welcome too – there were activities to keep children entertained and a mixing master class for the wannabe DJ’s that attended.
Feedback from customers was really positive with Derwent Living’s Facebook page becoming a forum for residents to comment on their experiences of the evening. Many residents also rang or wrote in with their experiences of the event.
We worked with customers to identify the theme and concept for this year’s customer report. We also asked what balance of information customers would like to see and for their views on how Derwent Living had performed over the last 12 months. We also included a feedback form so that customers who read the report can give their thoughts on how engaging and informative the report is. You can view the report here.
The Customer Involvement Impact Assessment shows how what’s been achieved by customers getting involved in the last year. Click to download a copy Interim Resident Involvement Impact Assessment 2011.
The purpose of the impact assessment is to gage the effectiveness of customer involvement activities and to establish how well they met the intended aims. The impact assessment measures and reviews the differences made to services that have been made as a result of customer involvement, taking into account value for money.
The text generation
Derwent Living launched its use of text messaging to improve communication with customers.
In April we conducted a survey of customers about the Derwent Life newsletter. Over 1000 people responded to let us know whether or not they read it. 63% said Yes they do read it, 20% said Sometimes, and 17% said No. We also got some very helpful comments and feedback.
This was the biggest survey we’ve done in a short time, with over 500 responses in one hour! Text messaging is a vital tool and we will be using it more in the future.
During 2011 over 1000 properties transferred to Derwent Living from Home Housing Group.
Welcome events were arranged to enable new customers to meet Derwent staff and give them the opportunity to discuss any queries or concerns relating to the transfer.
The events took place in Amber Valley and North Kesteven, with the largest taking place in Derby at the Quad. Over 150 people attended the events which were a great success.
In April we launched the Local offers which you told us were most important to you.
Customers were given the opportunity to be involved in creating the Local Offers through attendance at range of site meetings, via email, website and postal surveys.
Local Offers allow you to see exactly how Derwent Living is performing in the area where you live. As well as finding out if you’re getting the best level of service, you can also compare against the other areas in which we operate.
(After a review in Spring 2012 Local Offers were renamed Customer Commitments)