Working with you to improve our services

As part of our promise to deliver excellent customer experience, in January we launched a series of co-creation workshops, bringing colleagues and customer together. The purpose of the co-creation workshops was for these groups to help us design our customer promises.

We began with our first workshop in Ealing, and have since held workshops in Kensington, Brent, Reading and Oxford. Our final co-creation workshop was for customers in Houghton Regis workshop and due to Covid-19 restrictions, it was held virtually using Microsoft Teams.

This style of working together meant that discussions were open, honest and solution focused – really bringing key issues to life and identifying improvements for our colleagues.

We want to say a big thank you to everyone who contributed during these sessions. We really enjoyed hosting them!

What you told us

The importance of community and neighbourhoods was a strong theme throughout all workshops. You told us you want to know who your local Catalyst teams are, and you value choice on how and when you communicate with us. Whether it’s being able to self-serve online, receive tailored personalised communications or be kept updated via notice boards. You also appreciate local knowledge and value colleagues who get things done, answer your queries honestly and get back to you on time, without you having to chase them.

You can read feedback from each group in the latest issue of our customer magazine.

The workshop discussions are now being reviewed and will be used to help us develop our customer promises – and improve your customer experience.

Thank you once again to everyone who got involved!

How you can get involved

If you would like to get involved in any future co-creation workshops or join Catalyst Voice – our new customer engagement database – please email get.involved@chg.org.uk. We’ll be in touch to discuss the various engagement opportunities available to you.