Working towards an inclusive repairs service

Last week, we held a tenant focus group at Bryncethin Community Centre to hear from you – our customers – about how we can make Llanw more inclusive.

The event kicked off with a warm welcome and an opportunity for customers to mingle over mince pies. 

The highlights

• Tai Pawb’s Ross Thomas shared how listening to customers’ experiences can make us aware of our unintentional biases
  
• Paul Price, Managing Director of Llanw, shared our recent achievements and answered customer questions
  
• Mike Gubb, Learning, Development & Performance Manager asked attendees how we can improve our customer service 

What did our customers say?

Our tenants shared moving stories about their lived experiences and some were hard to hear. But, we know that listening to people will help us to improve our services.

Here are just some of the things our customers said they want from us:

• “Be more prepared when visiting the home of someone with a disability”
  
• “Talk me through the repair as I can’t see the progress”
  
• “Don’t leave any loose cables around as I’m visually impaired and may trip”
  
• “Communicate with us more before the work starts, so I know when to expect you”
  
• “Be polite and bring a personal touch”

Future feedback

All attendees were keen to come to more meetings in future and one thanked us for a “wonderful afternoon”. 

We look forward to seeing you in the new year for more cake and conversations.

Want to get involved in future sessions?

Email us at customervoice@v2c.org.uk – we’d love to hear from you.

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