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The Customer Needs and Adjustments Policy consultation was open for 4 weeks and we received 76 responses. The consultation was emailed to all registered users as well as all customers who had advised of either a long term disability, health condition or support need after their completion of the ‘About You Survey’ during Q3 2024, in order to gather targeted responses.
| Question |
Agree % |
To what extent do you agree that this section [4. Understanding and identifying customer needs] demonstrates that Derby Homes are committed to understanding and identifying customer needs?
|
75.0 |
Do you agree with the data collection methods outlined in the policy?
|
77.7 |
Do you agree this policy adequately explains how customer data will be collected and used?
|
81.6 |
Does the policy provide enough detail about how we will ensure communication and services are accessible to all customers?
|
75.0 |
Do you agree that collecting information about your protected characteristics and additional needs helps Derby Homes tailor services to better meet your needs?
|
85.6 |
Do you feel the training outlined for staff and board members is sufficient to address the barriers faced by diverse groups?
|
65.8 |
We asked if there were other ways customers would suggest Derby Homes could gather information from our customers to support this policy, to which 32 customers raised points for consideration. We also asked if there was anything else customers wanted to comment on that had not been covered, to which 6 customers added further points. The Quality and Inclusion team categorised these comments into common themes and considered these:
| Customer comment |
Derby Homes response |
Customers suggested a range of other ways of gathering information, including home visits, phone calls, My Account, community events, and surgeries.
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Surveys are being completed in a range of ways including many of these options. These suggestions will be considered by the Inclusion Working Party and discussed with appropriate teams such as Community Engagement.
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Several comments related to the need for regular contact with customers to keep information up to date.
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Consideration is being given as to the regularity of asking customers to complete a survey to update their household circumstances.
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Comments were made about how to gather information from those without internet access
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This has been considered and information is also gathered over the phone and through home visits.
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Some customers suggested analysing feedback and complaints for trends.
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This work is already being undertaken by the Engagement and Feedback Team.
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Customers gave examples of then they have difficulties accessing services such as adaptations.
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It is disappointing that customers feel this way and we acknowledge that there is more work to be done. As part of the Quality and Inclusion Team’s workplan, an Equalities Impact Assessment will be performed on all service areas to ensure a consistent access to services and review the customer journey.
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Customers gave examples of times when they have felt processes are too complex.
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As part of reviewing policies and procedures, the Equity, Diversity and Inclusion Forum will be looking at how accessible these are and whether they are easily understandable by customers.
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A customer expressed a lack of confidence in Derby Homes being able to use the information provided to them to tailor services accordingly.
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We acknowledge that there have been issues in the past with information not being easily available across all service areas. This comment highlights the importance of training on how information is recorded and how it is used, something which is included in this policy.
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Based on the feedback received from customers, we made the following change to the policy:
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The Equity, Diversity, and Inclusion Strategy consultation was open for 4 weeks and we received 76 responses. The consultation was emailed to all registered users as well as all customers who had advised of either a long term disability, health condition or support need after their completion of the ‘About You Survey’ during Q3 2024, in order to gather targeted responses.
| Question |
Agree % |
Do you agree or disagree that the strategy clearly explains Equity, Diversity and Inclusion?
|
86.9 |
To what extent does each statement (below) demonstrate that Derby Homes is committed to creating an equitable, diverse and inclusive culture?
|
n/a |
Reflecting our commitment to equity, diversity, and inclusion at the very top of our organisation, through our mission statement and Delivery Plan.
|
69 |
An on-going commitment to an equity, diversity, and inclusion champion at Board level, to provide advice, scrutinise progress, and help shape our future approach to inclusion.
|
65 |
Ensuring the Board and the Senior Management Team take an active role in driving the equity, diversity, and inclusion agenda, ensuring it is embedded into all decision-making processes.
|
66 |
Equipping leaders and managers with the tools and training to recognise, support, and advocate for diversity, fostering a culture of inclusion at every organisational level.
|
66 |
Championing diverse recruitment and retention practices, including mentoring employees so they have opportunities for advancement.
|
65 |
Supporting the formation of groups for under representative or shared interest groups within the workplace, such as groups for women, LGBTQ+ employees, ethnic minorities, or employees with disabilities.
|
63 |
Regular reviews of strategies, policies and practices to remove barriers that may hinder inclusivity using equalities impact assessments.
|
68 |
We also asked if there was anything else that respondents felt needed to be considered. 47 customers stated positive or neutral comments stating there was nothing to add to the strategy. 26 customers raised further points to be considered: Customers asked or gave examples of specific issues where they felt their needs had not been met by Derby Homes, and comments relating to how Derby Homes communicate with customers, including accessibility for those without the internet, problems with the AI phoneline, and lack of local housing offices.
The Quality and Inclusion team considered the comments left by customers:
| Customer comment |
Derby Homes response |
Customers asked or gave examples of specific issues where they felt their needs had not been met by Derby Homes.
|
When we reviewed the queries from customers, we found that many examples included when customers had requested adaptations or applied for a property. As part of the next stages of the Quality and Inclusion Team’s workplan, an Equalities Impact Assessment will be performed on all service areas to ensure a consistent access to services with no barriers to inclusion and a review of the customer journey. These two highlighted areas will be reviewed first. The customer feedback, in the interim, has been passed to the relevant team for review.
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Several comments related to how Derby Homes communicate with customers, including accessibility for those without the internet, problems with the AI phoneline, and lack of local housing offices.
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We acknowledge that more work can be done with accessibility for customers to ensure consistency across the organisation. As stated above, this will be picked up as part of the Quality and Inclusion Team’s workplan to enhance our accessibility offer as we understand this is a priority moving forwards. All strategies and policies that are reviewed at the Board will have equality impact assessments attached to ensure accessibility is considered.
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Based on the feedback received from customers, we made the following changes to the strategy:
• We included further detail on the ongoing monitoring of the strategy.
• We changed references to “different people” and “different backgrounds” to ‘all people’ and ‘all backgrounds’.
