We want you to be confident that we’re listening to your views, and acting on them to put things right when we can
individual customers involved in helping to improve services (2023-24: 1,496)
different customer involvement opportunities (2023-24: 233)
number of times customers have engaged in activities (2023-24: 2,099)
We offer a number of ways for you to influence and improve our services, including:
- Customer Voice: A group of customers who work with our senior management to shape services. We welcomed ten new members this year, who are more representative of our wide customer base
- Scrutiny: Customers examine services in detail, looking at how we do things and how we’re performing, and make recommendations for improvement
- Policy consultation: Customers help us review new or changing policies, to make sure they’re right for you
- Local resident groups: We work with groups, to help improve things where they live.
We launched our Customer Involvement Strategy in January 2025. This:
- Gives you more opportunities to influence services
- Makes performance data readily available for your scrutiny, so we can understand your needs and improve services
- Helps us engage with neighbourhoods, improve communications and support tenants and residents’ associations.
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Working with you to improve services
This year we've worked with customers to:
- Scrutinise our neighbourhoods service and recommend improvements
- Procure new pest control services and laundry services in later living homes
- Shape and improve new car parking services
- Redesign our website, to improve accessibility
- Run campaigns on antisocial behaviour and building safety
- Agree our scrutiny programme for 2025/26, covering lift servicing and mutual exchange.
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Understanding vulnerabilities
This year, we worked with customers to improve how we record information about them and the support we can offer.
We estimate about half of our customers experience a short or long-term vulnerability or disability. Customers worked with us to develop our approach for understanding vulnerabilities and to develop training materials for Hyde colleagues.
They also reviewed our Reasonable Adjustments Procedure, highlighting areas to consider, including providing personalised, flexible support for customers with additional needs.
