To make sure we’re reaching those customers who need our help in the most appropriate way we work closely with a range of relevant organisations and agencies who know these customers the best.
Using their expertise we strive to improve the way with work both with these stakeholders as well as the people they support.
To understand how satisfied these organisations are with how we work with them and our response to customer needs, we surveyed 100 stakeholders and asked them to score us out of five.
Although this is a new measure, we surveyed customers in 2019/20 to provide a baseline score for this measure, in this survey we scored 3.5 out of five. We committed to performing 0.1 better each year for the 2020/25 period, therefore our aim is to reach a score of 3.6 out of five during 2020/21.
How have we performed?
During 2020/21 we outperformed our target reaching a score of 3.7 out of five.
This survey showed that overall satisfaction had increased amongst our stakeholders with many saying that our communications to both them and our customers had improved.
In November 2020 we held a series of virtual stakeholder events dedicated to improving the support we offer our customers in vulnerable situations. Attended by more than 60 stakeholders including charities, government organisations, housing associations and utilities, the events generated ideas and debate as well created partnership working opportunities between ourselves and others.
The impact of Covid-19
There has been no impact of Covid-19 on this target.