Look Ahead’s Customer highlights report – Summer 2023 edition

Published: 16th August 2023
Customers continue to be at the heart of what we do at Look Ahead and despite a challenging year we’ve made some good progress in terms of our co-production and customer engagement strategy.

We know our services are better when our customers work with us to deliver them. Customers get involved in a range of ways from quality audits, estate inspections, volunteering, experts by experience training and recruitment of our staff.

In our 2022/23 customer report we outline some of the key highlights from the year, this includes customer satisfaction figures.

Key highlights include: 

  • Customer satisfaction figures – 81% of customers told us that repairs have improved this year, 91% of customers are satisfied with the choice and control they have and we have an overall satisfaction figure of 86%.
  • In addition, our Care and Support Forum asked that we add a new question about accessibility. 81% of customers felt that we were doing well in that area.
  • Engaging with customers to shape our organisation – We have a range of forums for customers to get involved with shaping our organisation from a strategic perspective. This year we launched a new panel, the Customer Incidents Panel to look in more detail about how we are responding to incidents in services and how we can do better in this area.

To find out more about ways to get involved with Look Ahead visit Get involved – Look Ahead