Customer Profiling

You hear a lot about Equality and Diversity in the news or papers these days, especially with a new Equality Bill going through Parliament.  So you might be wondering "how can Dale & Valley Homes delivering diverse services mean anything to me?"

What are Dale & Valley Homes Doing?
To improve our services, we have been making use of the information you have provided us through the 'Listening to you' tenant questionnaire.  So far more than 75 per cent of our customers have filled in a questionnauire and from this we have been able to:

• appoint Resident Liaison Officers to help vulnerable customers involved in The Decent Homes programme
• send out information in large print to reflect individual needs
• look at all our services and the impact this may have on different groups.  If the service, strategy, policy, procedure or function has the potential to affect individuals or groups unfavourably we take action to improve the situation for any groups that could be disadvantaged or discriminated against
• become Stonewall Diversity Champions (a national organisation that prevents discrimination on grounds of sexuality)
• achieve '2 ticks for disability' by making sure our employment practices meet the needs of the Disability Discrimination Act
• make sure our offices and common rooms meet the Disability Discrimination Act
• Increase contact to customers by telephone because you told us this is what you wanted
• run a very successful Young Person's Housing Initiative to enable more young people to access and sustain tenancies.