Get involved

Customer Conf 14 

 

At Cotman, we believe that customer involvement leads to a positive customer experience. Our view is that places work best for everyone when everyone is able to feedback their views regarding their neighbourhood and the quality of services. We want to work in partnership with our customers to ensure that we meet expectations, and deliver quality services that represent value for money.

It's with this in mind that we have signed up to be an Early Adopter of the National Federation of Housing's Together With Tenants Initiative.

Find Out More Here Together with Tenants

We have also signed up as members of the Tenant Participation Advisory Service (TPAS) to help us shape best practice in Customer Involvement.

 

Become a Cotman Customer Ambassador

Would you like to help others and be a positive influence in your community?

We are currently looking for Cotman Customer Ambassadors to join our existing network of involved customers

Responsibilities include:

  • Positively and constructively sharing views and experiences of being a Cotman customer with other residents, potential residents, and staff
  • Help new customers that want to find out more about their neighbourhood
  • Act as a customer representative for PfP, attending suitable ad hoc events and activities as required
  • Take part in customer involvement activities. Feed ideas, thoughts, opinions and suggestions into service change and help shape the future of PfP services

If this sounds up your street, please contact housing@cotman-housing.org.uk

 

Attend a Cotman Customer Open Day or Scheme Meeting

We host a minimum of two open days a year. This is your chance to meet senior management and a Board representative to ask questions about our organisation and tell us what we are doing well, and what we could do better. Our most recent Open Days have been in Norwich in October 2018 and Harwich in March 2019. An example of an Outcomes Report is found here.

We also host regular Scheme Meetings in Sheltered Schemes, which are open to all residents living on site. Please consult the noticeboard, newsletter or ask our Sheltered Housing Co-ordinator for details of the next event.

 

Complete a Customer Survey

On behalf of Cotman, the Places for People Customer Service Centre carry out customer satisfaction surveys on a number of service areas. We follow-up any satisfaction surveys marked 5 or below. This helps us consult with customers on how the service can be improved and change direction as a result.

We also carry our perception based Customer Opinion Surveys. The results of our 2018 survey can be found here.

We'll always consult you if we plan to change the service you receive. We'll consult on new services that influence the amount of service charges you pay.

 

Connect with us on Social Media and digitally

Keep up to date with our news and give us your views on Social Media!

Follow us on twitter @CotmanHousing

Like our Facebook page - https://en-gb.facebook.com/CotmanHousing/

We're always looking for customers who will give us feedback on our website and online services, or test new developments. Contact us at housing@cotman-housing.org.uk if this is of interest to you.

 

Attend a Community Event

We host occasional events in communities, such as Clean Up Days. We'll let you know when we are coming to your area by email, leaflet and posters. Come along, give us your views and join in the fun!

 

Form a Residents Association

Want to make a difference in your community? A Residents Association can be a great way of joining force with your neighbours to agree priorities and actions, and to hold us as a landlord to account. To be recognised by us, Residents Associations must be properly constituted. Members must be representative of and supported by the community base.

 

Become a Places for People Voice

Our 'Voice' customer focus group is great for customers who like to engage digitally on a national platform. It enables you to have your say and give feedback on various topics. If you take part in Voice, you will receive electronic surveys and can influence a variety of Places for People products and services. In 2018, the Voice group has influenced our financial services offering to customers by helping us understand your views on finance.

 

Represent us on the Places for People National Scrutiny Panel

Customers from each Places for People Affordable Housing Landlord are represented at this important forum.

The National Customer Group gives a strategic customer view across Affordable Housing landlords. It provides a national voice for customers on issues that affect all customers, such as rent levels, health and safety, digital inclusion etc. Meetings are held quarterly and a willingness to travel across England is essential. If you feel you have the skills and time to contribute effectively and constructively on such issues please contact Emma Fletcher at emma.fletcher@placesforpeople.co.uk

The following model depicts the governance arrangements for the National Scrutiny Panel.

 

PFP national customer governance

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