Customer voice
Your voice matters, get involved and help shape our services
Your experience can help us improve our services. We will offer a a number of ways for you to share your views, from quick surveys and feedback to getting involved in consultations and service reviews. However you choose to take part, we’ll listen, learn, and keep you informed about the changes made as a result of your feedback. For now, if you have something you would like to raise, please click on the button below and complete the feedback form, which goes straight to the Director of Pathways.
How we’ll listen and learn from your lived experience
At Pathways, putting customers first means listening carefully to your lived experience and using what you tell us to shape how we work. Your feedback helps us understand what matters most, what’s working well, and where we need to improve, so we can deliver services that are fair, responsive and focused on your real needs.
We’ll listen by using regular surveys and valuing the feedback you provide to us when we interact, whether that’s by email, on the phone or in person. Learning from complaints is very important to us. What you tell us is reviewed, shared with senior leaders, and used to help guide decisions, improve services, and support learning when things haven’t gone as planned. As we grow the number of homes we have, we’ll add more ways for you to get involved.
We have opportunities for you to influence how Pathways operates. This can include sharing views during policy reviews, contributing to consultations on service changes, helping shape how we present information, and taking part in activities that help us review and reflect on our performance. As our customer numbers grow, we will continue to develop meaningful ways for you to be involved.
We’re committed to being inclusive, respectful and accessible. We recognise customers have different experiences, circumstances and communication needs, so we adapt how we engage and make reasonable adjustments where needed. We hope this helps ensure a wide range of voices are heard and that our services work well for everyone, and we know we need to always be vigilant to make sure this happens.
You can get involved in ways that suit you, whether by completing surveys, sharing feedback, raising concerns, or taking part in engagement activities. We’ll be open about what we’ve heard, explain how your views have been considered, and keep you informed about any improvements we may have been able to make as a result.
Have a
question?
If you have a question about Pathways, take a look at our Pathways FAQs section. If you’d like to talk to a member of our team, email us at pathways@lloydsliving.co.uk or call us on 0345 030 6546 and let us know how we can help.