Your experience

Staff member using telephone headset

Staff chatting to a tenant

Northwards reception area

Your experience as a customer is very important to us.

Although we monitor the level of satisfaction with our service and the types of complaints we receive, we also spend time listening and learning from your feedback. We want to know how it feels to be on the receiving end of the services we offer.

We regularly update our website to give examples of the things that tenants have told us about and how we have learned lessons. Our aim is always to get it 'right first time.' To do this we need to know where we're going wrong and when we do it right - we call this 'moments of truth'.

Moments of truth happen when customers experience a service that makes them feel different. They might feel brilliant and rather special if we do something better than expected, or disappointed if we don’t. Sometimes moments of truth happen when and where we least expect them to and this is where you come in!

Sometimes you might experience a poor service, but you don't want to make a complaint. So why not volunteer to tell us about your experience instead?

You only need to volunteer once, or you can do it more often if you like. All we ask is that you tell us about your experience. This could be about ordering a repair, applying for rehousing, asking for help with a nuisance neighbour, in fact, absolutely anything at all to do with our service! All you need to do is fill in one of our 'Live Logs'.

What's a Live Log?

It's a simple paper record where you note down your feelings at each stage of your experience. It's 'live' meaning you do it at the time of your experience or just after. If you don't like writing we might be able to provide you with a video camera instead.

So what are you waiting for?

If you want to know more about Live Logs call Sharon on 720 5882 or email us and info@northwardshousing.co.uk. 

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