Customer Voice are a group of volunteers, made up of Derby Homes customers, who play a key role in making sure we offer the best service possible for the people and communities we serve. They are looking for new members to join their group.
They work with us, by looking at performance information and feedback to help us identify improvements we can make to our services. Some of the areas they have looked at recently include anti-social behaviour, repairs, and the quality of empty homes.
We interviewed Shaz Davis who has been a member of Customer Voice for two years. She kindly shared her journey, from reluctantly applying to be a Mystery Shopper to attending scrutiny conferences, and how being part of the Customer Voice has given her self-esteem and confidence she never knew she had.
How did you get involved with Customer Voice?
“I answered an advert in the customer newsletter, Derby Homes News, to become a Mystery Shopper. I was invited to a ‘Meet the Customer Voice’ coffee morning and went with my support worker. I was nervous and anxious and nearly didn’t go because I was scared due to my past circumstances. Straight away I felt like I was accepted, heard and listened to. I felt valued - that's a big one for me. I was buzzing.
I have a disability, I tried to get back into work but couldn’t. It was a spiral effect and it felt like I was surviving rather than living. Joining Customer Voice has given me a purpose. I’m here, I’m alive and still standing - I have to remind myself how far I’ve come.”
What difference do you feel the group is making?
“It feels like I’m using my lived experience to help others.
I loved looking at how to make a home safe and welcoming for someone else to move into as part of the empty homes inspections that we did as part of our Quality of Home Review. We pointed out that some work was not done to the standard we thought it should be. It was reported back, and an operative went out and re-did it before the property was signed off as ready to re-let.”
What are the benefits of joining Customer Voice?
“You don’t always know what goes on behind the scenes at Derby Homes, so by getting involved, you get to appreciate it from all angles. We get laptops to use for our project work and have access to online training. We have a budget to attend events, conferences and other training. You can do as little or as much as you want to, it’s flexible.
I’ve been to the Tenant Participation Advisory Service (TPAS) Tenants’ Conference and a Scrutiny Conference. I spoke about customers escalating health and safety concerns within their high-rise flat blocks.
Customer Voice has given me power, self-love and self-esteem, I’ve also made friends. Knowing we are being listened to and encouraged to challenge things without being reprimanded makes you feel like part of a team.”
What would you say to encourage other Derby Homes customers to join the group?
“I’ve learnt loads – never judge a book by its cover because there’s always a different story to tell inside. We are given the space and have the confidence to ask questions, no matter how difficult it might be.
I’ve learnt that I’m strong, a team player and I have found my self-worth. Even though I have a hidden disability, I can still contribute. Helping others helps me with my recovery.
Be brave, give it a try. Tenants are the eyes and ears of the community for Derby Homes. Come and make a difference!”
If you are interested in finding out more about joining Customer Voice, please email your details to [email protected] and we will contact you.