Customer insights & involvement: Meet our new customer team
At Albyn, your feedback shapes the services we provide. Whether it’s a compliment, a complaint, a survey response or getting involved in a tenant group, every comment helps us understand what matters most to you.
To strengthen how we listen, and how we act, we’ve recently updated two key roles within our Business Services team. Working closely together are Gemma Mackay, Customer Insight and Quality Officer, and Rheanna Mackay, Customer Involvement Officer. These roles have been refreshed to place even greater focus on turning tenant feedback into real service improvements.
Pictured L-R Gemma Mackay, Rheanna Mackay
Gemma focuses on understanding what tenants are telling us. She looks at data and trends across our services to identify where we’re doing well and where we need to do better. By analysing information across Albyn, Gemma helps teams spot recurring problems early and measure how well changes are working.
When asked why it’s so important for tenants to report issues, Gemma said:
“When something doesn’t go right, we really want to know. We rely on you to let us know when there’s a problem with your tenancy. Even small issues can turn into bigger ones if we don’t hear about them early.
Whether it’s an issue in your home, a neighbourhood concern, or something about our service that hasn’t gone quite right, please let us know. Reporting things early helps us put them right faster, keeps you and your home safe.”For anyone who feels that it won’t make a difference, she adds:
“I totally get why people feel as though surveys and reports disappear into a black hole, but Albyn’s processes improve in increments every day and honestly, that is a direct result of your voice.”
Tenant feedback has already led to real changes including:
- Redesigning customer services so you can reach the right team quicker
- Improving how we communicate, with tenants helping to shape newsletters and policies
- Offering additional support such as energy vouchers and welfare calls in colder weather.
Every single response helps build the full picture. Check out our complaints report on page 14 for more examples.
Rheanna works directly with tenants to make sure there are meaningful opportunities to participate and influence decisions. Her role is about ensuring the tenant experience is embedded in how services are designed and improved.
When asked what she would say to someone who wants better services, but isn’t sure where to direct that frustration, Rheanna said:
“Wanting to make your home and community better is already the first and most important step. Your voice matters, and your experience helps us understand the impact.
You don’t need to have lots of spare time or to be an expert. Sharing a quick opinion, completing a survey, or joining a conversation can influence real change.”
There’s no single way to get involved. Opportunities include:
- Quick feedback activities such as surveys and consultations
- Focus groups or tenant panels where you can meet with other tenants and explore topics in more detail.
- Scrutiny and improvement groups that help shape and review services
- Community events and workshops to share ideas and connect with others
- Tenant storytelling and lived-experience input to help influence decision-making
- Supporting newsletter development to make sure tenant voices are reflected and the content is relevant, clear, and reflects what tenants want to hear about
- Send an email with your feedback and suggestions
Some opportunities are one-off; others allow you to be more regularly involved. There’s no pressure to commit to anything and we try to offer a mixture of in person and online to suit everyone.
Getting involved can help you develop new skills, build relationships in your community, influence service standards and improve communication between tenants and staff.
When asked where a tenant should start, if they’ve never been involved before, she explained:
“If a tenant has never been involved before, the best place to start is simply with a chat. An informal conversation can help you understand what involvement looks like, explore what interests you, and ask any questions without pressure or commitment.
“My role is to make sure involvement is welcoming, supportive, and jargon-free, so if you’re curious but unsure, reaching out for a conversation is a perfect starting point.”