Equality and Diversity

At Boston Mayflower we recognise that the customers who use our services come from diverse backgrounds, with varying experiences and needs.

We are committed to ensuring equality and diversity is embedded in our day-to-day working practices with all of these customers, as well as our colleagues and partners.

Boston Mayflower actively promotes equality and diversity and is committed to continuous improvement.

For any of our Equality and Diversity documentation click here

Our 1st Equality Objective

Increase Customer Diversity Information Held

We will increase the information that we hold regarding the nine protected characteristics of our customers and use that information to ensure that the services we deliver take account of individual need.

Specific

Increase the amount of diversity information that we hold.

Measurable

We will compare the statistical in formation held regarding the diversity of our customers at the beginning of 2015 with that which we hold at the end of 2015.

Agreed

In consultation with board we have agreed to undertake this work to ensure that we can measure a quality service delivery methodology.

Realistic

The timeline has been set to coincide with Let’s Talk 3

Time Bound

One year given our focus on Lets’ Talk 3 and a 20% tenancy audit annually.

Our 2nd Equality Objective

Excellent Services

We will deliver tailored excellent services to our customers.  The methodology of delivery may vary dependent upon individual need however the quality of service will be comparable.

Specific

Our customers will receive the same quality service regardless of whether or not the nine protected characteristics apply recognising that the methodology of delivery may differ.

Measurable

We will measure the quality of service received through customer feedback – surveys (via text, paper and web) and mystery shopping.

Agreed

In consultation with board and customers through the customer scrutiny panel and customer service and access service voice we will agree what defines an excellent service, set targets and create a service standard.

Realistic

We will set challenging targets that are deliverable with thought and focus.

Time Bound

We will measure the achievement of excellent services against the agreed targets and report outcomes internally, monthly through operational performance and externally, quarterly through Mayflower matters and annually through the board’s annual report to tenants.

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