Customer information policy

Purpose

At Magna, we believe that access to clear, accurate and meaningful information is essential to building trust, transparency and accountability.

This policy sets out our commitment to ensuring customers can understand our services, performance, decisions and priorities through information that is easy to find, easy to understand and accessible to everyone.

We recognise that good information is about more than simply publishing content. It is about helping customers understand what we do, why we do it and how they can influence decisions that affect them.

Context

Our approach supports the Regulator of Social Housing's Consumer Standards, particularly the Transparency, Influence and Accountability Standard. We will be open and honest, treat customers fairly and respectfully, enable customers to access services, raise complaints and
influence decisions, provide clear and accessible information about services and performance, and listen and respond to customer feedback.

Scope

This policy applies to:

All Magna colleagues.
Board and committee members.
Contractors, consultants and partners acting on Magna's behalf.

This policy applies to information about Magna's services, performance, decisions and activities.

Our principles

We will communicate information in a way that is:

Open - We will share information proactively wherever possible and explain our decisions honestly and transparently.
Accessible - We will make information available through a range of channels and formats
to meet different customer needs.
Understandable - We will use plain English wherever possible and avoid unnecessary jargon or technical language.
Timely - We will provide information when it is relevant and useful to customers.
Accurate - We will take reasonable steps to ensure information is correct, current and
regularly reviewed.
Inclusive - We will design communications to be accessible and will make reasonable
adjustments where required.
Accountable - We will provide information that enables customers to understand our
performance, challenge decisions and hold us to account.

What customers can expect

Customers can expect Magna to:

Make information easy to access.

We will provide information through channels that are convenient and
appropriate for our customers.

We recognise that customers have different preferences and needs and that digital services should provide additional choice rather than replace other forms of communication.

We will publish annual reports and financial statements, together with
performance updates including customer satisfaction and service standards,
so customers can understand our performance and hold us to account.

Communicate clearly

We will:

Use plain language.
Explain technical terms where necessary.
Structure information clearly.
Seek customer feedback on significant communications where appropriate.

Support accessibility

We will work to ensure that customers can access information regardless of individual circumstances or communication needs. This may include:

Alternative formats.
Translation support.
Assisted access arrangements.
Reasonable adjustments.
Non-digital communication routes where appropriate.

These commitments build upon Magna's existing accessibility arrangements.

Explain decisions and priorities

We will explain:

How decisions are made.
The reasons behind significant decisions.
Our strategic priorities.
How customer views have informed our work.

We want customers to understand not only what decisions have been made, but also the reasons behind them.

Information we will routinely share

To support transparency and accountability, we will publish information that
helps customers understand:

Our services - Information about the services we provide and how customers can access
them.
Our performance - Information that helps customers understand how we are performing,
including relevant regulatory, customer experience and operational measures.
Our improvement activity - Information about key improvements, changes and programmes that affect customers.
Customer feedback - Information about the feedback we receive and how we have responded.
Governance and accountability - Information about our governance arrangements, decision-making processes and accountability structures.

Learning from customer feedback

We will use customer insight to continuously improve the quality, accessibility and usefulness of the information we provide.

We will seek opportunities to:

Understand what information matters most to customers.
Test communications and information with customers.
Improve information based on customer feedback.
Demonstrate how customer feedback has influenced decisions and changes.

When we may not be able to share information

We will share information wherever we can. Sometimes, there may be a clear reason why we cannot share all or part of the information requested. This may be because sharing it would identify another person without their consent, break data protection, confidentiality, safeguarding, legal or regulatory rules, reveal commercially sensitive or legally protected information, or create a health and safety or security risk. We may also be unable to provide information if we do not hold it, cannot reasonably obtain it, have already made it available, or if the request is unreasonable. Where this happens, we will explain our reasons clearly.

Technology and innovation

As technology evolves, we will continue to explore ways to improve how information is shared and accessed.

Where digital tools, automation or artificial intelligence are used to support customer services or communications, we will do so responsibly and transparently.

Customers will continue to have access to human support where required.

Roles and responsibilities

Strategic Board provides oversight of Magna's approach to transparency, accountability and customer information.

Executive Board ensures effective implementation of this policy and promotes a culture of openness and transparency.

Managers ensure information provided within their areas of responsibility is accurate,
accessible and regularly reviewed.

All Colleagues have a responsibility to communicate with customers in a way that is clear, respectful and aligned with the principles contained in this policy.