Residents Map out their Customer Experience – Slough Borough Council Property Services

Slough Borough Council

Residents in Slough are helping to shape their own customer experience through Journey Mapping workshops with their new property service provider.

From 1st December 2017, Osborne will enter a partnership with Slough Borough Council providing repairs, maintenance and investment services to over 7,000 local homes.

In preparation, Osborne and Slough Borough Council have been engaging residents through special ‘Customer Journey Mapping’ workshops, aimed at understanding what is important to the customer and how services can be improved.

More than a dozen local residents recently attended the first session, joined by Cabinet Member for Housing Councillor Mohammed Nazir, filling the Fox Road meeting room with an array of colourful postit notes, sharing their views and expectations at each stage of the process from reporting a repair to completion.