COMMUNICATION IS KEY TO CUSTOMER SERVICE

Two-way communications with our communities is central to our ambition to provide excellent service and impress our customers.

Nothing beats meeting our customers face to face.

We regularly take to the road to canvass opinion, crowd-source ideas, provide practical advice and raise awareness of ways our customers can help protect our environment and save money.

We even have a vehicle designed for the purpose. Fondly known as Flo, our customer service vehicle is a regular feature of North East shopping streets, busy car parks and residential areas – providing handy drop-in sessions for people on the go.

Recent dates in Flo’s diary have included:

• A Have Your Say campaign day in Newcastle’s shopping hotspot Northumberland Street where customers were encouraged to give their views on our existing and future services. Thoughts and ideas gathered from the session are now being used to shape our business plans and inform decision-making

• A day collecting flood stories from residents in Barnard Castle as part of our efforts to use local knowledge to reduce flood risk in future

• A Rainwise initiative event at a neighbourhood in Hartlepool providing residents with handy hints and tips to help reduce the risk of their homes being affected by flooding. Flo parked for the day near to our £2.4million project to upgrade a sewer network to share with residents ideas on how they can do their bit to manage flooding by making small changes around their homes and gardens.

Flo has a packed schedule in the coming months as we build on our efforts to listen and respond to customer feedback on all of our activities.

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