Voice

It’s time to share your opinions and help shape and improve Grand Union and our services.

You told us that we need to listen more, and Voice - our new customer feedback platform - will allow us to do just that.

It’s a totally anonymous way for you to give honest thoughts and opinions via polls, discussions and surveys.

We’ll use your feedback to help make Grand Union better and we’ll make sure we tell you how we’ve used your feedback too.

It’s available at any time of day and can be accessed by computer, mobile or tablet wherever you have access to the internet.

You can take part in as much or as little as you want and there will be monthly prize draws for people who take part in one or more activities on Voice.

What are you waiting for? Click here to sign up.

Listening to you more

At the end of last year, we asked all customers to participate in a survey. Over 2,500 of you took part and we want to say thank you for taking the time to give us your views. One of the things you told us was we need to listen to you more and take your views into account when making decisions.

We want this to change – especially given that one of the key commitments of the Government’s Social Housing White Paper is to ensure customers have their voice heard by their landlord. However, it’s worth stating that we are doing this not because we have to, but because we want to listen and improve.

Voice helps us do just that.

Truly anonymous feedback

We understand that you might be concerned over the anonymity of joining Voice. We can assure you that it is completely confidential and Grand Union will only be able to see your responses to surveys and discussions, no one at Grand Union can know who has joined or participated in any activities.

Voice is being managed by a partner agency Maru/Matchbox. They are an international insight agency operating within the governance of the Market Research Society Code of Conduct. This means their processes and terms and conditions protect you. Membership of Voice is between you and Maru not Grand Union. For further details about this, click on the link below:

www.mrs.org.uk/standards/code-of-conduct

Why you’re being asked for personal information

When you join Voice you will be asked for some personal information - this is for Maru only and not shared with Grand Union. The reason for this information is to:

• Enable Maru to check you are a Grand Union customer (as membership is restricted to customers only)
• To personalise your user experience – you will notice you are greeted personally on accessing the platform and in emails
• To send you emails to new activities to complete. This is their only way of communication with you as a member

What can you do on Voice

Voice has a number of ways to stay involved and have your say. We’ll be posting regular polls, surveys, and discussions on a number of topics.

These could range from fun things like what your favourite chocolate is in Celebrations, to more serious topics such what we can do to improve as a landlord.

We also want you to have your say on our policies and procedures, so we’ll be posting about those too.

It really is a chance for you to shape our services!

What we’re going to do with your feedback

We will be using customer feedback to directly shape our services, which is why it’s so important we get as many customers as possible to sign up and regularly take part.

We’ll be posting the results of polls and surveys on Voice and more feedback will be available here.