Building on relationships

At Anchor Hanover, we recognise that everyone is an individual. We work hard to get to know our customers, build relationships and ensure the service we provide is the one that people want.

That’s why we have a range of ways to ensure that customers help shape the service they receive. These include our Customer Panel and Residents Council groups which form part of our Involving you customer engagement structure and ensure customer service and standards of service delivery are always at the forefront of decisions made by our board.

It’s also why, for example, we were one of the first organisations to sign up to Your Care Rating, a ground-breaking customer satisfaction survey conducted by IpsosMORI.

Your Care Rating was established so that all residents living within a care home are given the opportunity to provide views and feedback via an independent, confidential and standardised annual survey.

For those customers with dementia, it is particularly important that we take a person-centred approach. We work with residents, their families and friends to understand individuals’ life stories and build a picture of their preferences.

Our continued success is firmly founded on an unwavering commitment to openness, honesty and respect. You can trust us to ensure that the services we provide reflect that.