Harvest is committed to providing an excellent service and has Core Service Standards (Core Offers) in place across the whole organisation; alongside Local Offers identified by customers to address local priorities. We want to ensure that poor or inadequate service delivery does not affect the experience of customers accessing our products and services. As part of the Harvest approach to Co-regulation, the Harvest Customer Inspectorate has been developed.
Customers can get involved at a level of involvement to suit them and their interests –
• From 5 or 10 minutes to check out a website or phone the office
• Half an hour to visit an office
• An hour or two to have a look around a scheme or estate or attend a one off meeting
• Regular e-mail contact to review and comment on our services, policies and procedures
• To a commitment to attend regular scheduled meetings
We have embraced the Co- Regulatory approach –we actively involve customers in monitoring and scrutinising services. Harvest is aware that internal monitoring systems and low returns from satisfaction surveys may give an inaccurate picture of how an organisation is actually performing and delivering services. The service that customers experience could be entirely different. It really matters to customers that organisations “get it right” - it is the difference between wanting to continue accessing the services that are on offer or going elsewhere.
It is really important to us that our Customer Inspectors don’t just rate their experiences on a scale of 1 to 5 or a “very satisfied to dissatisfied” score – we really appreciate customers comments and observations:
• Did you feel valued as a customer?
• What did you feel about accessing our services or inspecting our neighbourhoods - what was your impression?
• How could we improve our services?
We use this feedback to continually improve our services to you.
To find out more and to get involved, contact the Service Development Team (Stella Kent / Lorna Powell) to contact you to discuss your interests and the options available.