Scrutiny member visits customers to hear first-hand experiences
In September, customer scrutiny group member Sue spent a day visiting customers in their homes across north Devon to hear directly about their experiences of recent home improvement works.
The visits formed part of the group's ongoing review of sustainability. Earlier this year, the group agreed that speaking directly with customers would provide valuable insight into how investment works are making a difference in people's homes and everyday lives.
During the visits, Sue spoke with customers about a range of improvements, including the installation of new solar panels, doors and windows, and cavity wall insulation. Customers shared their experiences of the work, the impact the improvements have had on their homes, and any benefits they have noticed since the installations were completed.
Sue was supported throughout the day by Westward colleagues Lizzy Bray and Richard West, and Matthew Kempster from WMS, whose team delivered the works. Their presence provided an opportunity to answer questions and discuss the projects in more detail.
Customer visits like these are an important part of the scrutiny group's work, helping members gain a better understanding of customers' experiences and ensuring that customer voices remain at the heart of service improvements. Sue will revisit these customers again in spring 2027 to see how much impact the improvements have had on their homes over the winter months.
