Advance Customer Partnership - October 2020 Meeting

The Advance Customer Partnership (ACP) met virtually last week, with members joining by video and phone. The group celebrated the launch of our new strategic plan for 2020-2023, and reflected on how COVID-19 has affected the ways we work.

Feedback gathered from the sample customer COVIS-19 survey (conducted in July) was shared and we were glad that overall customers were pleased with our response to the pandemic. Particularly, customer told us about how consistent services, use of PPE and accessible information had helped them to feel safe. We discussed the impact of the pandemic on people’s mental health, and the actions we are taking to support them. You can find resources to support wellbeing on our website.

The results of research into ‘People and Relationships’ were presented. Surveys and individual conversations had been used to explore how staff feel about the topic, and to find out what we can do to make sure our customers have opportunities to have relationships and explore their sexuality. The group discussed the results and how these can be incorporated into our work, with some great suggestions from customers about spreading best practice across the organisations.

After a request from customers at the last meeting, the Directors of Housing and Support gave a presentation explaining how we measure the value of our services. They spoke about:

  • Measures of success, like maintained tenancies and support placements
  • Quality of life
  • Social value (including education, employment, volunteering, community activity, and the extension of these to customers’ circles of support)
  • Savings to the public purse

The group reviewed the Customer Scorecard, which shows our performance in key areas that were chosen as the things that matter most to customers. The group was particularly interested in the reporting of serious incidents and pleased to hear the actions that have been taken and the improvements seen as a result.

This was the final Customer Partnership meeting for one member, Tom, who was one of the founding members of the Partnership (then called the Operations Board). The Chief Executive thanked Tom for the many contributions he has made, ending with a round of applause from the group. Tom, who will continue to be involved in other ways, told us that he was proud of what the Partnership has achieved and said, “Thank you for making my vision come to life".

For more information about the Advance Customer Partnership please contact