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 was a new measure for 2020/21, 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 improving by 0.1 each year during the 2020/25 period, therefore our aim was to reach a score of 3.8 out of five during 2022/23.
How have we performed?
During 2022/23 we underperformed against target reaching a score of 3.3 out of five. This is down 0.5 from last year and 0.5 below target.
We are continuing to improve how we work with organisations who support those who need additional assistance. During the year we hosted our annual virtual stakeholder event, dedicated to improving the support we offer our customers in vulnerable situations. This was facilitated this year by the Collaboration Network and was attended by over 100 stakeholders, including; charities, government organisations, housing associations and utilities, the workshops generated ideas and debate as well created partnership working opportunities between ourselves and others.