Bield Compliment and Complaint Collective
The Bield Compliment and Complaint Collective (CCC) is an independent group run by tenants and supported by Bield.
The CCC work together with staff to review compliments and complaints received by Bield each quarter and make recommendations on improvements and best practice. The CCC aims to provide customer insight into compliments and complaints to ensure continous improvement and improve the customer experience.
Who can join?
Any Bield tenant can join the CCC. We aim to have a mix of tenants from all of our different housing services. There can be a maximum of 12 members at any one time.
What would my role be?
As a member of the CCC, you will be asked to work alongside other tenants and Bield employees to review compliment and complaint trends and undertake in-depth reviews of complaints (where appropriate). In relation to compliments, you will make commendations where staff have performed beyond expectations. In relation to complaints, you will make recommendations on how servcies can be improved in the future and share best practice.
What commitment would I need to make?
The group is scheduled to meet quarterly but, if a particular project needs more meetings, the group can decide this. We use a mixture of in-person and virtual meetings. Don’t worry if you don't have a device to attend virtual meetings, we will work with you to get you what you need.
What if I don’t have the knowledge or experience to be able to take part in this group?
This is one of the most common concerns tenants have when they are asked to take part. It is not essential to have any particular skill set or experience to be part of the CCC. The most important thing you can bring to the group is your life experience; something which all of us have. This opportunity is open to all, regardless of background or career. All we are looking for from you is a desire to help us to learn from our mistakes and improve the services Bield provide.
What will I get out of it?
As a member of the CCC, you will gain a better understanding of how Bield is performing in relation to complaints. You will also have the opportunity to work alongside other tenants as part of a team and share your thoughts and ideas. We hope it will be fun and interesting for you too!
Are members of the CCC entitled to expenses?
If you have to travel to attend meetings or undertake work on behalf of the CCC, we will reimburse you for all travel costs as well as any money needed for copying or publishing papers and arranging venues.
I’m interested, what next?
Great - we look forward to hearing from you! Please email: engage@bield.co.uk
