Last year we launched our Getting to Know You (GTKY) campaign with the aim of collecting up-to-date information about our customers and residents. This helps us make better decisions and enhance customer service so we can support you better.
Our Inclusion and Belonging Strategic Lead, Di Keller tells us how the information you’ve provided has helped us make changes so we can deliver more accessible, personalised services.
Considering individual needs
“One of the ways this information is making a difference is through our complaints process.
“We already ask our customers about reasonable adjustments and any vulnerabilities throughout the complaints process. The work we do through GTKY adds to the benefits this has brought.
“Our Complaints Team now gets specialist advice earlier when dealing with cases. This helps us understand any vulnerabilities or circumstances that may affect a customer and ensures we're considering reasonable adjustments from the very beginning.
“In one recent case, a customer needed additional support because of their disability. Although the request fell outside of what we could provide as a landlord, we were able to help identify another route for support. Working with the local council, the customer was able to access funding through a Disabled Facilities Grant, which helped pay for a fence at their home. While grants and eligibility vary between councils, it shows how understanding a customer's circumstances can help us connect them with the right support.”
Improving accessibility
“The information collected through GTKY has also helped us identify new ways to make our services easier to access.
“We've recently introduced magnifying sheets to help customers read printed information more easily. We also have a neurodiversity support pack, which includes coloured overlay sheets and a reading ruler to support reading and information processing.
“We'll be offering these to customers where we already know they may be helpful. Customers can also request them by emailing inclusion@karbonhomes.co.uk or speaking to their housing officer.”
Using technology to improve communication
“We're also trialling smart pens that can translate written documents instantly.
“While we already provide translation services and can arrange interpreters when needed, this new technology could help us communicate more quickly and easily with customers whose first language isn't English.”
Taking a more understanding approach
“We've recently introduced a vulnerability risk assessment as part of our Unacceptable Behaviour Policy process.
“This means that when we review concerns about a customer's behaviour, we take time to consider whether any vulnerabilities or personal circumstances may be affecting the situation. This helps us make fair and balanced decisions while ensuring customers are treated with understanding and respect.”
“We want to extend our thanks to everyone who has shared information through GTKY - it helps us make a real difference.”
You can find out more about Getting to Know You and how you can share your information by visiting our website page.
Last year we launched our Getting to Know You (GTKY) campaign with the aim of collecting up-to-date information about our customers and residents. This helps us make better decisions and enhance customer service so we can support you better.
Our Inclusion and Belonging Strategic Lead, Di Keller tells us how the information you’ve provided has helped us make changes so we can deliver more accessible, personalised services.
Considering individual needs
“One of the ways this information is making a difference is through our complaints process.
“We already ask our customers about reasonable adjustments and any vulnerabilities throughout the complaints process. The work we do through GTKY adds to the benefits this has brought.
“Our Complaints Team now gets specialist advice earlier when dealing with cases. This helps us understand any vulnerabilities or circumstances that may affect a customer and ensures we're considering reasonable adjustments from the very beginning.
“In one recent case, a customer needed additional support because of their disability. Although the request fell outside of what we could provide as a landlord, we were able to help identify another route for support. Working with the local council, the customer was able to access funding through a Disabled Facilities Grant, which helped pay for a fence at their home. While grants and eligibility vary between councils, it shows how understanding a customer's circumstances can help us connect them with the right support.”
Improving accessibility
“The information collected through GTKY has also helped us identify new ways to make our services easier to access.
“We've recently introduced magnifying sheets to help customers read printed information more easily. We also have a neurodiversity support pack, which includes coloured overlay sheets and a reading ruler to support reading and information processing.
“We'll be offering these to customers where we already know they may be helpful. Customers can also request them by emailing inclusion@karbonhomes.co.uk or speaking to their housing officer.”
Using technology to improve communication
“We're also trialling smart pens that can translate written documents instantly.
“While we already provide translation services and can arrange interpreters when needed, this new technology could help us communicate more quickly and easily with customers whose first language isn't English.”
Taking a more understanding approach
“We've recently introduced a vulnerability risk assessment as part of our Unacceptable Behaviour Policy process.
“This means that when we review concerns about a customer's behaviour, we take time to consider whether any vulnerabilities or personal circumstances may be affecting the situation. This helps us make fair and balanced decisions while ensuring customers are treated with understanding and respect.”
“We want to extend our thanks to everyone who has shared information through GTKY - it helps us make a real difference.”
You can find out more about Getting to Know You and how you can share your information by visiting our website page.
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