Listening and acting on your feedback

Each month we’re speaking to our teams and asking: “how have you listened to customers and acted on their feedback?”​ We publish our top five actions that have resulted directly from feedback, either from an individual or group of customers.​

Listening to customers in supported accommodation

We offer supported accommodation for people with complex needs in Hull, called The Crossings. Following feedback from customers to get more involved, we have introduced a monthly newsletter and monthly scheme meetings to share ideas and gather feedback. Customers are actively involved in planning our regular activities and their own events. We’re continuing to work with customers to help encourage more involvement in colleague recruitment and understanding the importance of safety checks in the scheme. For more information about our Care & Support services visit our Care and Support pages.  

Better building safety information

Customers living in shared blocks like high-rise flats told us they wanted better, clearer information on how to stay safe. So, we’ve introduced posters or, in some cases, digital boards, in our buildings to enhance visibility of this type of information. This all came about through our Residents Building Safety Group which ensures customers have their say on fire safety and other building safety issues. These new measures also ensure we’re complying with the enhanced building safety laws that came into force in the past year. For information about Building Safety click here.

Making My Riverside AA accessible

As part of our Customer Digital Strategy 2023-26, we recognised that our self-serve channel My Riverside wasn’t adhering to digital accessibility guidelines created by W3C (World Wide Web Consortium), the main international standards organisation for the internet. While the majority of customers wouldn’t notice this, for those customers with accessible needs and perhaps using assistive technology like screen readers, it was having a negative effect on their experience of our self-serve channel and more importantly an experience that wasn’t equitable with other customers. We commissioned a third-party accessibility audit against the AA (“double A”) standard, which is a legal requirement for public sector bodies, and we worked through a list of 90 changes to ensure we could meet AA requirements. Improvements included new colour contrasts, replacing missing captions, keyboard-friendly navigation, and more. We are now pleased to confirm that the My Riverside portal meets AA accessibility guidelines with the exception of two areas – registration and our third-party repairs diagnostic tool. We have since done further work on these two areas and later in 2024 will release an updated AA accessible registration function and work is underway to pilot our own repairs diagnostic tool that we’ve built in-house.

To find out more about how we’re acting on customer feedback visit our Listening to you page.

How to get involved

Your opinion truly matters and helps make a difference. Over the coming months we’re excited to be relaunching our offer for customers to get involved.