We're looking for more customers to get involved

Hear from Val Scollen, Thirteen customer and chair of Thirteen’s Customer Involvement Framework, as she explains why the voice of customers is more important than ever...

"Without customers, Thirteen would not exist. The group of customers who dedicate their time to challenging and scrutinising Thirteen work very hard to ensure it provides services that meet customers’ needs. We don’t get paid. We give up our time to make sure customers are at the heart of Thirteen’s decision making.

The voice of Thirteen’s customers is more important than ever. Everyone can make a difference if they wish. Is this something you would like to help with?

My aim this year is to get more customers involved. It can be in any way you like. Having more customers involved means Thirteen hears from a wider range of voices. We are lucky that Thirteen takes feedback from customers on board. But we must not stop giving feedback. I understand this may lead to complaints and dissatisfaction, but if we do not tell them how we feel, they will not be able to improve.

That’s why I am pleased Thirteen has introduced a new Customer Committee. The committee reports into the Thirteen Board. Its purpose is to hear all customer feedback and insight. It also has an overview of all services that impact customers. I’m delighted to be a member of this committee, and to work alongside Dawn, Russell, Ryan, and Yadaam. They are all Thirteen customers and have been appointed as members of the committee.

I would like to thank all the customers who got involved during 2022 and made such a difference. Let’s continue with this positive progress this year. If you are interested in getting involved please get in touch with the customer engagement team and they’ll be happy to help. You can email customer.engagement@thirteengroup.co.uk or call 0300 111 1000."