Mears was recognised in the category – Outstanding Tenant Engagement Award – Contractor, for our ‘Your Voice’ initiative, a sector-leading approach to customer involvement that sets the highest standards of customer engagement across the Group and goes way beyond white paper recommendations and what anyone else in sector is doing.
A key aim of the ‘Your Voice’ project was to deliver a strategic link with the PLC board and other senior-level governance mechanisms. The independent Chair of the Scrutiny Board regularly attends PLC board meetings.
Your Voice is made up of three component parts:
1. Mears Customer Scrutiny Board – An independently chaired panel of customer representatives working alongside the PLC Board and providing oversight, challenge and support to Mears. It is supported and its independence assured by the Centre for Public Scrutiny.
2. Mears Customer Champions Forum – Made up of our own branch-based customer engagement (or equivalent) leads plus other key stakeholders such as client scrutiny board chairs, resident association leads, community activists. This forum creates a link between the Scrutiny Board and our local involvement groups and scrutiny structures.
3. Mears Online Customer Network – A virtual network of residents from around the country, who opt into providing feedback on our services - provide insight into what’s important and what’s not - offer opinions and suggestions - validate and endorse our thinking/new initiatives.
Group Director of Marketing Communications and Customer Success, Gary Jackson, said:
"We are delighted to be recognised for our new approach that truly puts residents front and centre of everything we do. We want to thank everyone for their incredible support to help make this initiative a great success.
We launched Your Voice, with an ambition to drive action from insight and advance service standards for our residents. As a result of this initiative, we can make more informed business decisions and drive continuous service improvement.
"We are certain the impact of the Your Voice programme will only grow further and significantly play a part in helping us achieve ourobjective to be the sector leader in customer service."
From everyone at Mears, we would like to congratulate the team and wish them the very best for the awards ceremony this Friday.
If you would like to find out more about ‘You Voice’ or indeed join our Online Resident Network, please contact customer.success@mearsgroup.co.uk
