This section explains who leads Castles & Coasts, how decisions are made and the different ways residents can influence the services we provide.
Your feedback helps us improve services, make decisions and identify priorities. This information explains how residents can get involved and how we use what we hear.
How we involve our residents
Our Customer Service and Engagement Strategy explains how we work with residents to gather feedback, involve people in decisions and improve services. It outlines the different ways residents can get involved, how feedback is used and how we measure the impact of resident engagement.
How we use resident feedback
Residents can share their views through satisfaction surveys, the Resident Feedback Group, TSMs, focus groups, consultations, community events and the Residents' Scrutiny Panel. Feedback is used to review services, improve policies and inform future decisions across Castles & Coasts.
We use this feedback to identify areas where services are performing well, where improvements are needed and where residents want us to focus our attention.
Examples of actions taken in response to resident feedback and scrutiny are shared through our Residents' Voice Report, alongside updates on service improvements, resident involvement activities and performance results. Improvements arising from feedback are monitored and tracked to help ensure residents can see the difference their views make.
Find out more in our latest Residents' Voice Report
Residents' Charter
The Residents' Charter was developed with residents and sets out our commitments around communication, accountability, voice and influence. It explains how resident views are used to inform decision-making and service improvements.