Influence decisions that affect your home and community by
joining one of our groups. Take a look at the options and
register your details in the box on the right. You
can also call us on 01603 731699 to find out
Customer Involvement Map
Service Review Panels are carried out in partnership with the
Groups Business Excellence team.
They are reviews that will focus on a single area of service to
customers at a time.
The different areas of service they will look at will include:
• how we let our homes
• how we look after our homes
• how we look after our estates
• how we communicate with and engage with customers
Review teams use specific questions, research and reality checks
to assess the quality of the service they are reviewing. They
always focus on the customer experience and outcomes for
We are looking for customers to be part of our review teams.
Normally this would involve you working as part of a joint customer
and staff team for 2 to 3 days and would be in a location outside
the area where you live.
If you participate in a review we will arrange travel, hotel
accommodation where required and cover all relevant expenses you
might incur. As a thank you for participating in each review we
will also give you a £25 gift voucher. Joining the team will give
you the opportunity to learn new skills and meet a variety of
Reality Checkers, and are part of the Group's Reality Checker
* Help us by listening to recordings of actual calls which have
taken place between Customer Service centre staff and
* By reviewing and rating the customer experience which our
customers receive during their call.
* Giving feedback to help us ensure we provide an efficient and
effective customer service.
If you are interested, or would like to find out more, please
We hold two local conferences a year and also encourage
customers to attend the National Customer Conference organised by
Places for People.
Customer feedback is important to us and we have a number of
ways of catching this information. On behalf of Cotman, the
Customer Service Centre carry out customer satisfaction surveys on
a number of areas. We follow-up any satisfaction surveys marked 5
or below, to formally engage and consult with customers on how the
service can be improved.
A number of our schemes have regular Housing Surgeries or Open
Meetings where customers are encouraged to give us their feedback.
If you wish to find out more, please speak with your Neighbourhood
Our Twitter account was launched in late 2014,
and currently Cotman have over 300 followers. Follow us @CotmanHousing
We also launched our facebook page in early 2015, which
can be viewed at https://www.facebook.com/CotmanHousing
We have 50 registered Cotman Voices, these are customers who do
not necessarily wish to take part in meetings, but are consulted
via email, telephone or post.
The editorial and customer conference panels are planned for
2015, with the expectation that they will be joint customer and
During 2014-2015 Cotman customers and staff delivered nearly 900
community events, attracting over 12,500 attendees throughout the
year, with nearly 3,000 customers involved in the planning and
delivery of these events. Events included a high profile 'Armistice
Day' event in November 2014, which was attended by over 100 school
children, local people including Cotman sheltered housing
customers, staff, members of the military, SSAFA. This featured on
BBC Look East.
Resident Associations - hold regular meetings that are minuted
and have staff in attendance.
Estate Walkabouts - customers are encouraged to attend these
events to pass their feedback and ideas for improving the area
where they live. In 2014-15, one scheme applied and received £2000
funding for a grassed communal area with a picnic bench, as a
direct result of customers attending their estate walkabout.
Along with the Customer Satisfaction Surveys carried out by the
Customer Service Centre, we carry out other surveys around planned
maintenance, major works and scheme specific issues.
We consult in a number of different ways, in person, specific
consultation meetings, via post, email and online via Survey
We held 3 service charge consultation meetings which had a total
of 32 customers in attendance.