Your Voice is part of our Customer Involvement Strategy and aims to drive action from insight and advance service standards for Mears customers (whoever they are, wherever they live and whatever their circumstances), through customer-led scrutiny, challenge and support of Mears’ improvement plans and performance in these areas.
Your Voice sets the highest standards of customer involvement and engagement across the Group, leading the way nationally and delivering real benefits to all our customer groups – clients, colleagues, customers and local communities
The learning from the Scrutiny Panel and associated groups also promotes best practice and shared learning across the Group through insights, challenges and innovation.
Your Voice is made up of three component parts:
1. Mears Customer Scrutiny Board – An independently chaired panel of customer representatives working alongside the PLC Board and providing oversight, challenge and support to Mears. It will be supported and its independence assured by the Centre for Governance and Scrutiny.
2. Mears Customer Champions Forum – Made up of our own Branch based customer engagement (or equivalent) leads plus other key stakeholders such as client scrutiny board chairs, resident association leads, community activists. This forum will create a link between the Scrutiny Board and our local involvement groups and scrutiny structures.
3. Mears Online Customer Network – A virtual network of residents from around the country, who opt into providing feedback on our services - provide insight into what’s important and what’s not - offer opinion and suggestions - validate and endorse our thinking/new initiatives.