SEE HOW YOUR FEEDBACK FEEDS INTO THE IMPROVEMENTS WE MAKE AT MUIR
YOUR feedback continues to make the difference at Muir, as the changes we make proves we listen to what you say.
More than 75% of all Muir residents continued to be happy with how Muir acted upon their views in 2018/19 – but we’re not stopping there because your feedback can help drive positive change and build a better future for everyone.
We’re currently refreshing all the communal facilities at our Tweedsmuir sheltered housing scheme in Chester after we took residents views on board – while also undertaking a programme of kitchen and bathroom upgrades throughout the building.
They also said they wanted more social and community-based interaction – and our Brighter Days Project continues to be shaped by residents, welcoming people from the wider community to regular events and get togethers hosted at the scheme.
Muir residents asked for access to more Muir news – Our new Muir E-Zine is being published for the first time, and Muir’s website now benefits from a ‘Browsealoud’ service, magnifying pages and providing them in audio for partially sighted visitors, and translating them into many different languages to make them more accessible.
How we provide our community alarms service has also changed as a result of resident feedback, and Muir’s Customer Experience Manager, Liam Radford, says residents continue to spark improvements across the Association.
“Resident feedback is hugely important to us and how we develop services we deliver at Muir,” Liam said.
“Whenever we identify an opportunity to improve a process from a resident’s experience then we do it.
“Understanding the customer experience is vital to how we do things and the changes we make show residents really are at the heart of what we do at Muir.”
During 2018-19 Muir made changes to improve its Gas Safety process thanks to resident feedback, despite already having a 100% safety check record the previous year.
The formation of Muir’s National Residents Group is helping to strengthen the tenant voice – giving residents the chance to work with us to develop services and shape what we do.
We’ve changed some of the ways we process anti-social behaviour issues and made changes to the way we manage our estates too – again, partly due to feedback received from residents.
So, if you had an experience of a service which you think could be improved by Muir, do let us know about it – your words don’t fall on deaf ears – they help create positives for residents like you.