Listening to you
At NCHA, listening to our customers is central to how we work. Our Care and Support Customer Voice group plays an essential role in ensuring that the experiences, insights and ideas of the people we support directly influence our services.
Over the past year, this collaboration has led to meaningful improvements that are already making a difference. Here are some of the highlights.
Supporting greater independence through discreet colleague ID
Customers told us that the bright blue NCHA lanyards worn by colleagues could sometimes draw unwanted attention in public, affecting their confidence and independence. In response, the Customer Voice group helped secure the introduction of discreet black lanyards as an alternative.
Feedback from residents has been overwhelmingly positive:
- “It draws less attention to the fact that I am being supported by staff.”
- “It has been a positive change, and I hope it’s offered to other services.”
This simple change shows how customer feedback can make a real difference to dignity and independence.
Improving comfort in shared spaces
Customers shared concerns about sofas in some of our projects being too low and uncomfortable. Working with our supplier a new sample sofa was provided for customers to try out. Their feedback will help inform future furniture choices, ensuring homes are comfortable, practical and shaped by the people who live in them.
Customers involved in senior recruitment
A significant milestone this year was the involvement of a Care and Support customer in the recruitment of our new Assistant Director for Care and Support, Colette O’Neill.
A customer sat on the interview panel, assessed candidates and shared their insights – ensuring the successful candidate demonstrated not only professional expertise but also a genuine commitment to customer-centred care.
This is co‑production in action: transparent, collaborative and meaningful.
Making our communications clearer
Customer Voice also reviewed feedback on our wellbeing survey, which some people found unclear. After working with colleagues, improvements have been made to ensure the questions are easier to understand and more accessible – helping more customers share their views.
Thank you
These achievements show the real impact of listening, collaborating and valuing lived experience. Every improvement – big or small – helps us create more inclusive, compassionate and responsive services.
Thank you to everyone who has shared feedback so far, and to colleagues who continue to encourage customers to have their say.
If you have feedback you’d like the Customer Voice group to consider, please contact our Customer Engagement team or email CustomerVoice@ncha.org.uk.
And don’t forget, customers receive gift vouchers for any feedback that we use!
