Members of our South West Regional Management Team on the National Housing Prime contract were invited to a family event by the Royal Navy Royal Marines Welfare (RNRMW) team on 18 February. The event was held at the Cockleshell Naval Community Centre, Portsmouth, and was funded by the Royal Navy and Royal Marines Charity (RNRMC).
South West Regional Manager, Terry Duff, Area Manager, Lee Nolan and Delivery Manager, Jackie Buchanan committed to taking time out of their weekend to attend the event. The aim of the event was to provide Service Personnel and their families with a briefing from RNRMW, and also provide them with an opportunity outside of normal working hours to engage directly with ourselves and other organisations in attendance.
The Naval Families Federation shared some ideas with the team on what topics would likely be of interest to our customers. With this in mind, the team set up a stall with pop up stands and posters sharing information on what we do, leaflets advising how the Walkaway Scheme works, guidance on our complaints procedure and information on how to contact us via our digital channels. One customer spoke to the team about a query specific to them, the team were able to help and provided a response there and then. The customer feedback was that “it was really informative.”
Lee Nolan, Area Manager, said, “Housing can be a challenging subject but providing Service families with the opportunity to engage directly with us is important so we can get their feedback. This helps to identify areas for improvement, as well as finding out what they are happy with. Also, setting up at an event like this outside of normal working hours is more beneficial for the customer, as they can come at their convenience when they aren’t in work.
It was a good day and it was great to engage with the local Navy community. We spent most of the day mingling with the attendees and enjoying Toni Spaghetti (the children’s entertainer), who Lynda thought Terry was when we walked in. This made my day. I did try to get Terry to do a magic trick but he didn’t want to!”