Annual review 2023:
Here are a few things that we learnt:
- Communication - Customers felt sometimes our methods of communication were inconsistent.
- Diversity - Customers wanted us to recognise their diverse needs, especially around neurodiversity.
- Cleaning standards - Customers told us they felt our cleaning service wasn't up to standards.
- The bigger picture - Customers wanted us to look at the bigger picture (for example, community development).
So, what we did...
- We're offering our team in-depth training around equality, diversity and inclusion.
- We're reviewing all of our communication methods to make sure we're being consistent.
- We're looking at all of our complaints around our cleaning service to see what we can do to improve.
- We're encouraging customers to report complaints when they feel our standards are falling below expectations.
What we going to do....
- Incorporate training around equality, diversity, and inclusion into our onboarding process for new colleagues.
- Continue to offer training sessions around neurodiversity for existing teams.
- Once we've carried out a full investigation on our cleaning service, we will look at possible solutions to improve the service.