We use cookies to ensure our site functions properly and to store limited information about your usage. You may give or withdraw consent at any time. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
We invited our INfluencers to collaborate with us to design the merger customer consultation document. We shared the draft consultation documents one week ahead of the meeting and asked for their valuable input to make sure the information being distributed to customers is fair and accessible, contains the correct level of detail and provides customers with meaningful opportunity to have their say.
Our INfluencers feedback on language, tone and level of detail was recorded and used to make improvements to the draft customer consultation documents which have now been finalised and posted or emailed out to all customers.
The following comments were captured in relation to the documentation:
Removal of £190m sentence throughout. Tenants thought it set expectations high and also too big a number to grasp. Generally to take out figures and put in plain English and give more of an explanation if using figures (from transparency perspective) e.g. the £1.9bn state that this gives a combined ability to borrow not spend
Make it clearer that landlord will not change
Expand on how customer service will improve e.g. easier access
Add that head office will not change
Remove net zero and replace with plain English
Make it clear there are also non-digital ways of getting in touch in future as don’t want to exclude those people who are not tech savvy.
Add some disadvantages e.g. potential impact on services for a period of time, and take out sentence that there an no disadvantages as too bold.
Add question to supporting documentation: is there anything you would say to the Board about the merger
Explain more about what the place standard is
Explain G1/V1
We invited our INfluencers to collaborate with us to design the merger customer consultation document. We shared the draft consultation documents one week ahead of the meeting and asked for their valuable input to make sure the information being distributed to customers is fair and accessible, contains the correct level of detail and provides customers with meaningful opportunity to have their say.
Our INfluencers feedback on language, tone and level of detail was recorded and used to make improvements to the draft customer consultation documents which have now been finalised and posted or emailed out to all customers.
The following comments were captured in relation to the documentation:
Removal of £190m sentence throughout. Tenants thought it set expectations high and also too big a number to grasp. Generally to take out figures and put in plain English and give more of an explanation if using figures (from transparency perspective) e.g. the £1.9bn state that this gives a combined ability to borrow not spend
Make it clearer that landlord will not change
Expand on how customer service will improve e.g. easier access
Add that head office will not change
Remove net zero and replace with plain English
Make it clear there are also non-digital ways of getting in touch in future as don’t want to exclude those people who are not tech savvy.
Add some disadvantages e.g. potential impact on services for a period of time, and take out sentence that there an no disadvantages as too bold.
Add question to supporting documentation: is there anything you would say to the Board about the merger
