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.