In the Age UK Information Resources team we make sure that we involve our users when writing and updating information guides and factsheets.
User feedback allows us to hear from the people the resource is intended to help. It enables us to make sure our materials are relevant, accessible, logical and useful. User involvement is also a requirement of the NHS England Information Standard which we were proud to achieve in 2015. This is a quality mark which testifies to the accuracy and reliability of our information.
We have invested a lot of time and energy into developing our methods of gathering user feedback in recent years, and we currently have three main approaches that we use – focus groups, questionnaires, and our readers’ panel. Continue reading
Posted in Consumers, General, Information and Advice
Tagged Age UK, Age UK blog, Ageing, ageing population, ageing society, Information and Advice, older people, Readers' panel Age UK, user involvement, user involvement Age UK
We’ve all heard people complaining about poor service from their energy companies. We’ve all read newspaper articles about inaccurate bills and unanswered queries. We’ve all seen the hefty fines handed to companies for failing customers. In truth, the energy sector has not covered itself in glory handling consumer complaints.
But householders do not need to grin and bear it. Legal and other changes to consumer protection offer increased support to aggrieved customers. All the major energy companies are now answerable to an Ombudsman. But to take action, the Ombudsman needs to be satisfied that the consumer has followed due process. Continue reading
Posted in Consumers, Energy, Money Matters
Tagged Age UK, Age UK blog, ageing population, ageing society, complaining to energy suppliers, energy consumer advice, money matters, older people, Ombudsman energy supplier, Ombudsman Services