Customer information policy
We are committed to transparency, fairness, and accountability in the way we provide information. This policy ensures that customers receive clear, accessible, and timely information about our services, performance, and decision-making.
Our approach aligns with the Social Housing Consumer Regulation, particularly the Transparency, Influence, and Accountability Standard, which requires us to:
- Be open and honest with customers.
- Provide fair and respectful communication.
- Ensure customers can access services, raise complaints, and influence decisions.
- Share performance information so customers can hold us accountable.
- Actively listen to and respond to customer feedback to improve our services.
Who this policy applies to
- All Magna colleagues (full-time, part-time, temporary, and casual staff).
- Board members, executive directors, and managers.
- Volunteers, consultants, and contractors working for us.
How we will share information
We will communicate with customers in an open and proactive way, using a range of channels:
- Our website – policies, reports, and service updates.
- Our customer magazine (Opendoor) – published every three months.
- Emails, letters, text messages, live chat and phone calls for important updates.
- Press releases and social media updates. We will also provide:
- Annual reports and financial statements on our website.
- Performance updates, including information on customer satisfaction and service standards, ensuring transparency and enabling customers to hold us accountable.
Making information accessible
We will make sure all customers can access our information, including those with additional needs, by:
- Providing information in different formats (large print, Braille, and audio), on request, by contacting our customer care team.
- Offering translations in different languages if needed.
- Using Recite Me software on our website to support diverse communication needs.
- Ensuring customers without internet access can receive updates in their preferred way (letters, phone calls, or face-to-face communication).
Customer engagement and influence
We are committed to ensuring that our customers have a meaningful role in shaping our services. We will:
- Provide a range of ways for customers to influence and scrutinise.
strategies, policies, and services.
- Support customer-led activities and forums, ensuring that customers’ voices are central to decision-making.
- Act on complaints and feedback to continuously improve our services and make them more responsive to customer needs.
- Ensure that our Customer Engagement Framework, and other relevant policies, support these commitments and meet our regulatory obligations.
Responding to customer requests
Customers have the right to request information about our work. We will:
- Respond within five working days. If we need more time, we will explain why and provide a clear timescale.
- Ensure responses are clear, fair, and transparent.
- Make it easy for customers to provide feedback, or make complaints if they are unhappy with the information they receive.
Responsibilities
The Strategic Organisational Capability Director is responsible for ensuring we follow all regulations and best practices.
The Head of Digital makes sure our online and printed information is up to date.
The Head of Customer Experience and Home Services ensures that customers get clear, useful, and timely information.
We will review this policy every three years to make sure it stays up to date and meets regulatory standards.