25 May 2017: Customer Engagement Forum 2017

You may remember that we recently announced the return of our Customer Engagement Forum. Lianne Owens, Head of Occupancy and Solutions, is working with Helen Thompson, Casework Manager and Andrea Nixon, DIO Deputy Head SD Accommodation Strategic Support to attend these on behalf of both our organisations. The first of the customer workshops was last week in Catterick and Lianne shares her thoughts on the event…

It was some months ago, during research for my current role as Head of Occupancy and Solutions that I felt an immediate connection to CarillionAmey. I recall being really impressed with their honesty in areas that they wanted to improve, and how they had listened to and used customer feedback to help improve services.

Fast forward five months and here I am, in a very privileged position as part of the CarillionAmey/ Defence Infrastructure Organisation team, during the first of our 2017 Customer Engagement Forums.

I was delighted to have the opportunity to meet our Service personnel and their families, along with our stakeholders during the event in Catterick. I listened to areas that we could have definitely done better as well as customer service to be proud of.

We shared tangible results that have only been achieved following our customers sharing their experiences with us at last year’s forums. It was satisfying to hear that some of the customers had started to experience some of the improvements put into place in relation to text messages, to confirm appointments, local ownership and improved communication.

I would like to thank all our Service personnel, their families and stakeholders for taking time out of their busy lives to join and work as a collective team to improve the customer experience.

The forums will continue until the end of the year when we will be in a position to post further feedback on our future priorities, that our customers once again will have helped us shape.