Our review crew is a great way for our customers to have a say in how we deliver our services. You’ll be able to check and challenge what we do. Most important of all, it’s your chance to hold us to account. If you've got enthusiasm and commitment for improving our services, we want to hear from you!
So, how does the review crew work?
There are two ways the Review Crew gets involved.
- We look at feedback from customer surveys to spot areas that aren’t working so well and need a closer look from the Review Crew.
- Our colleagues can also ask the Review Crew to do a deep dive into a topic from their service area where they’d like to hear from customers.
Once we’ve picked a topic, we’ll get in touch with everyone in the Review Crew to share the details and see who’s up for taking part. There’s no pressure to join every session, we know life gets busy, so you can choose the ones that work for you.
If you’re taking part, we’ll send you an info pack with everything you need to know. That might include things like customer satisfaction scores, policies or performance data.
Most Review Crew sessions happen in person and take place over one day, but sometimes we’ll run them online using Microsoft Teams.
Each project will be broken down into two main parts.
- To hear from our people. You’ll get chance to talk to our colleagues who deliver the service on the ground to see what they think.
- To hear from our customers. You'll look at what our customers think about the service. At this point you might survey customers to find out what’s working well, and what needs to improve.
During the review session, you’ll help shape some recommendations based on what you’ve found. Our Customer Engagement team will work with you to write up a report, which we’ll share with the colleagues leading the project. They’ll then either put your suggestions into action or let us know if something can’t be done and explain why, along with any alternatives.
We’ll keep you updated on how things are going and let you know when your recommendations have been rolled out.
The benefits of joining the review crew
FAQs
Each project is slightly different so it depends on the service area you’re reviewing.
You don’t have to be involved in every project. You get to choose which projects you want to take part in so you can pick the service areas that interest you.
You’ll attend between 1 and 6 sessions. We’ll let you know before each project how many you’ll need to attend.
Most of the one day in person sessions are held at our offices in Leeds and will usually run between 10am to 4pm. If the sessions are held online on Microsoft Teams, each meeting will be around 2 hours long and held on a weekday evening.
You’ll need some time outside of the sessions so you can read through the information pack and be prepared for when we meet.
We want getting involved to be easy and accessible for everyone.
Our accessible services policy tells you more about what we can offer.
If there’s something not covered, let us know and we’ll do everything we can to help you be part of this exciting opportunity.
Want to join our Review Crew?
Email our customer engagement team or text 'Review Crew' to 07908669728.
