We’ve launched our new Customer Involvement Strategy

Posted on 31 January 2025

We’ve set out how we’ll work with customers to create homes and communities we can be proud of.

Our Customer Involvement team offers you the chance to influence and improve our housing services. Whether you complete a survey, take part in one of our service improvement groups, or join our resident board, your feedback and insight can help us to be a better landlord.

Our new Customer Involvement Strategy sets out our aim to make more customers feel that we listen to their views and act on them – to improve services and inform decision making.

It will also ensure our approach meets the expectations of our customers and the Regulator of Social Housing.

The strategy sets out our key aims, which are:

  1. To help embed a customer-driven culture
  2. To have meaningful and effective customer engagement in our neighbourhoods
  3. To be transparent and accountable, with feedback leading to service improvements
  4. To make sure customer involvement activities are accessible and inclusive, and that diverse voices are encouraged
  5. To have more data-driven and effective customer involvement.

We’ll be writing out to all customers in the coming months to tell them more about this service and what we’re doing with their feedback.

Kate Krokou, our Chief Strategy and Information Officer, said: “This strategy gives customers a range of ways to give us feedback and shape the way we work. It will make sure we meet the Regulator of Social Housing’s standards, through excellent consultation practice, to create stronger customer relationships and build trust, increase satisfaction, and improve our business outcomes.

“We’re listening, so we can improve what customers tell us matters most to them. And, by working effectively with our customers, we can create homes and communities we can all be proud of.”

See our website pages for more information on the different ways you can get involved.