The meeting gave panel members the opportunity to share their experiences directly with those delivering services and explore how improvements can be made for customers.

Honest Feedback Drives Improvement

Communication was a key theme throughout the discussion.

Members shared examples of successful repairs but also highlighted issues such as cancelled appointments, missed updates and delays in receiving information. These experiences helped identify where communication can be strengthened to improve the customer journey.

Representatives from Sureserve and Ian Williams welcomed the feedback, recognising its importance in helping them improve services and deliver a better customer experience.

Putting Customers at the Centre

The Panel discussed the importance of involving customers in shaping services.

Members explored how communications, appointment systems and service processes could be improved through customer involvement. Contractors expressed strong support for this approach and committed to using customer feedback to help influence future improvements.

Recognising Good Service

Alongside discussions about improvement opportunities, members also highlighted positive experiences.

Examples included high-quality repair work, professional operatives and cases where issues had been resolved effectively. The discussion reinforced the value of recognising good service as well as identifying areas for change.

Looking Beyond Individual Cases

The Panel also explored how recurring issues can reveal wider opportunities for improvement.

By identifying trends and patterns, members can help highlight areas where communication, training or processes may need strengthening. This supports the Panel’s ongoing work focused on communication and ease of access for customers.

Looking Ahead

The meeting reinforced the value of bringing customers, Brighter Places colleagues and contractors together to share experiences and learn from one another.

These conversations help improve understanding, strengthen accountability and identify opportunities to enhance services. The Panel looks forward to continuing this work and ensuring customer feedback remains at the heart of service improvements across Brighter Places.

I’d like to thank everyone who attended and contributed so openly. By listening, learning and working together, we can continue making positive changes for customers.