Posted on 05 March 2025
Find out more about our team that work with you to help us become a better landlord
Following the launch of our Customer Involvement Strategy in January, we wanted to put a spotlight on our dedicated Customer Involvement team: who they are and what they do.
We spoke to Heidi, Hyde’s Customer Involvement Manager, who told us more about the team:
“Our Customer Involvement service is here to make sure we offer our customers opportunities to influence and improve how we provide our housing services and shape the way we work. Whether we’re working with customers to complete a survey, take part in one of our service improvement groups, or encouraging them to join Customer Voice (our resident board), their feedback and insight help us to be a better landlord.
Meet the team
As the Customer Involvement Manager – I oversee the team and make sure we have the skills and resources to deliver our work.
I’m managed by Matt, Director of Communications and Public Affairs. Matt has overall responsibility for ensuring that our service provides customers with meaningful opportunities to influence and improve our services, and that customer feedback and priorities feed into decision-making.
We have two Customer Involvement Advisors – Lynsey and Annie. Our Advisors provide guidance around customer involvement – to the team and more widely to Hyde colleagues.
We also have two Customer Involvement Project Leads – Annemarie and Natasha, who lead on most of our service-specific working groups (for example our Neighbourhoods and Building Safety Group), working with service leads to help make services more customer-driven.
Finally, our two Customer Involvement Co-ordinators Gwen and Jean provide our team with vital support, including managing our referrals process for other teams. This is when colleagues can request our help with a project to consult or engage with our customers.
All of the team play an equal part in making sure that we offer customers the opportunity to feedback on our services. This includes arranging drop in events, supporting Customer Voice and carrying out consultation exercises to help service improvement.
Our work also ensures we comply with consumer regulation through effective and meaningful engagement and consultation.”
But, it's not all work for the team. When not supporting our Customer Involvement Strategy - colleagues enjoy hobbies including paragliding, yoga, rescuing cats and even growing hops that go into a locally brewed beer.
To find out more about our Customer Involvement service - whether you want to feedback on our services, find out more about our local engagement activities, or get involved with a resident group, have a look at our Customer Involvement pages.