How customers are shaping our services
At Wolverhampton Homes, our customers shape our services, using their voice and lived experience to drive meaningful change.
On this page, you can find out how our Customer Involvement Panel has influenced projects, and the difference their involvement has made.
The difference customer involvement makes
The Customer Involvement Panel has delivered real improvements in how we engage with customers:
- Improved complaint handling, with clearer, more empathetic communication
- Customer-led improvements to services, including void standards and survey communications
- Improved engagement tools, such as the My Account community forum, making services more accessible
- Stronger alignment with regulatory expectations, supporting performance against Consumer Standards and TSM requirements
I am proud to see how customers are able to influence and challenge how services are delivered at Wolverhampton Homes. Our role is to provide honest feedback and insight on behalf of tenants and leaseholders, helping to shape services and improve outcomes for our communities.
Louise, Chair of the Customer Involvement Panel
- Improving lettable standards and voids
- Strengthening the complaints process
- Shaping the Good Neighbour Agreement
- Improving digital services: My Account and website
The panel reviewed how empty homes are prepared for new tenants, focusing on whether current standards are being met and where delays may occur.
The panel explored areas such as recharges, cleanliness and the quality of repairs. Their feedback highlighted key opportunities to improve both the speed and consistency of the process, helping to ensure homes are ready for new tenants more efficiently.
The panel reviewed feedback from previous scrutiny of Stage 1 complaints and supported the development of a complaints explainer video to improve customer understanding.
The panel focused on improving communication, managing expectations and ensuring tenants know how to raise concerns effectively. Their input contributed to service improvements, including clearer processes, confirmed automated acknowledgements and plans to introduce before-and-after examples.
This work has helped to increase transparency and build customer confidence in how complaints are handled and resolved.
The panel played a key role in reviewing the Good Neighbour policy, including suggesting a move away from the term ‘Charter’ to better reflect its purpose.
The panel felt the existing approach did not fully support how issues such as noise are managed, and worked to improve clarity and relevance. They reviewed examples, proposed changes and requested additional data to support decision-making.
This has initiated a wider review of the policy, with the potential to deliver clearer guidance, and improved neighbour relationships across communities.
The panel tested the My Account app and website to ensure digital services meet the needs of customers.
The panel provided practical feedback based on real user experience, including suggestions for additional repair categories and easier access to tenancy documents.
Their input has helped to improve usability and ensure that digital platforms better reflect how customers interact with services day to day.
You said, we did
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You said: "Empty homes were not always meeting expected standards and delays were frustrating."
We did: The Customer Involvement Panel reviewed lettable standards, supporting improvements in cleanliness, repairs and turnaround times.
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You said: "The complaints process was unclear and difficult to navigate."
We did: The panel reviewed complaint handling, supporting improvements in clearer communication and the introduction of a new explainer video.
Scrutiny
The Customer Involvement Panel provides independent scrutiny of the services, policies and procedures that affect customers.
Through this work, the panel provides constructive challenge and feedback, helping to ensure services are fair, accessible and responsive to customer needs.
This approach allows customers to raise issues based on lived experience and ensures their feedback is considered when shaping services.
Recent reviews have included:
Become a member of the Customer Involvement Panel
Get involved in reviewing our services and helping to shape improvements.