How our customers have
helped make a difference

Your feedback’s already making a big difference at Guinness.

Customer being filmed at service style event

Here's the projects we've involved you in

Defining how we treat our customers

We held a fantastic event with customers and employees from across the country. We worked together to define what it feels like to receive our services as a customer – what’s working and what we can improve.

With so much learnt from the day, we used the feedback to design our new service style, which applies to everything we do.

However you choose to speak to us – by phone, email or when we pop round to make a repair – you’ll receive amazing service from everyone at Guinness.

Telling you about planned repairs

You said we could be better at telling you about replacement works, like new kitchens and bathrooms.

Our customer reading panel reviewed a new set of letters, to check they were easy to understand and gave the right information. We’re now using them to make sure other documents and letters are easy to understand.

An accessible customer engagement strategy

You said you wanted a customer engagement strategy that was easy to understand and measurable.

We held focus groups with customers to hear what they thought about the new strategy and followed up with an online survey. We used all this to create our new customer engagement strategy.

Improving gas and heating services

We looked at improving our services to our customers by tendering for new gas maintenance contractors. We involved homeowners and rental tenants in an innovative customer procurement panel to help us make these important decisions.

Customers attended a training session with our heating and hot water, procurement and customer experience teams, and participated in an evaluation session with the bidders.

Their vital role provided a unique customer perspective on this decision for an important part of our service.