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Involving customers in decisions

How we have involved customers in decisions about rent and service charges

THT has involved customers in the shaping of the information that we send out on our service charge statements, in order to create an accessible, user friendly document.

We hosted two online workshops for customers and also invited THT colleagues and Tripartum, who are responsible for the creation of the new statements. The recommendations customers provided in the workshops has resulted in key elements being built into the new design, which will provide customers with a clearer experience.

In total, 7 recommendations were made by customers including;

  • using more visual elements such as charts, colours and highlighting important text
  • making sure any variants in the costs are explained fully
  • and also ensuring all customers are aware of how to contact THT either over the phone or online if they have any queries

The first draft of the new statement will be shared with our online Digital Readers Panel for additional feedback. If you’re interested in joining the Digital Readers Panel or any of our involvement opportunities, please email us.