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.
Increase the amount of diversity information that we hold.
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.
In consultation with board we have agreed to undertake this work to ensure that we can measure a quality service delivery methodology.
The timeline has been set to coincide with Let’s Talk 3
One year given our focus on Lets’ Talk 3 and a 20% tenancy audit annually.
Our 2nd Equality Objective
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.
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.
We will measure the quality of service received through customer feedback – surveys (via text, paper and web) and mystery shopping.
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.
We will set challenging targets that are deliverable with thought and focus.
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.