Our customers play an essential role in helping us improve the services we provide.
By providing feedback, our customers are transforming our services and the experience they have with us. We believe that only by listening to our customers and understanding what matters to them will we make our service better and create better places to live.
How you can get involved?
Have your say
We love to hear from our customers. Only by hearing from you can we improve the experience that you receive.
You can suggest an improvement or give a compliment about a service by emailing email@example.com
If you are dissatisfied with the service you receive, please call our Customer Hub on 0300 777 7777, and we will do our best to fix your problem straight away.
Join a customer group
Be involved in designing, shaping and scrutinising the services you receive. You can join like-minded individuals at home or in the community. We have a range of opportunities that ask for 10 minutes per month to 3+ hours per month.
What groups can I get involved in?
There are lots of ways you can take part in designing, testing, and scrutinising the services that our customers receive. These can take as much or as little of your time as you like. You’ll never be out of pocket by getting involved and, most importantly, it’ll be a rewarding experience. You can find details of our groups below.
Due to restrictions in place, we have suspended our face-to-face customer groups. However, there are still ways to get involved in our online groups. You can find up-to-date coronavirus information on our coronavirus page.
Digital readers panel
Our digital readers panel gives feedback in their own time online. As part of our panel, you will review and suggest improvements for our policies and procedures from how customers report fly-tipping to exploring our website and letting us know how we can improve it
Focus group network
Our focus network group is a group of customers who are interested in shaping our products and services. They help to improve the experiences our customers receive from us by reviewing our services and recommending changes.
Customer complaints panel
Our customer complaints panel works with us to improve the complaints process by providing feedback on how we deal with complaints and offer suggestions on how we can improve.
High-rise living panel
Our high-rise living panel discusses how we can improve building safety, and neighbourhood services, in our high-rise accommodation.
As a neighbourhood champion, you will test and review how our services are delivered by speaking to other residents and inspecting how the work has been carried out. You’ll be able to focus on your block, estate or the green space in your area.
Foundation grants virtual committee member
Our foundation team works with local charities and community groups to help them grow and be sustainable. The Virtual Committee helps us assess and make decisions on the funding applications we receive.
Quality and insight panel
Our quality and insight panel (QIP) scrutinise our performance and services and highlight the issues that matter most to customers. Members of QIP often undertake work in their own time between meetings. While this is a big commitment, the impact you will have on customer experience is significant.
Tenants and residents group
Our tenants and residents group work to improve the community and our services by raising issues and ensuring these are dealt with. There’s a range of ways that an association or forum can make a positive difference from representing customer views to organising social events for the community.
If you’re interested, but you’re not sure what role is right for you, why not complete our short placement survey. This will ask you a few questions and match you with the role that is most suited to you.
Customer led improvements
Our customers have helped shaped many of our services. Some of the changes we’ve made based on the feedback of customers are:
QIP completed an investigation of our fire safety work. They made 21 recommendations that we have worked to implement. Significant investments have been made in our low-rise and high-rise homes and increased customer engagement around fire safety.
Twelve of our Neighbourhood Inspectors gave us feedback on how our waste management services were being performed in the community. We spent eight weeks collecting feedback to gain a better understanding of the service. We worked with partners to make improvements based on this feedback.
Policies and procedures
Our digital readers panel has reviewed several of our policies and procedures, including fly-tipping, customer consultations and pets. They have helped us improve our processes and ensure any policy is easy for colleagues and customers to understand.
Anti-social behaviour communications
Over the course of six months, we met with a group of customers who have recently reported anti-social behaviour to us. We worked with them to change the way we communicate to customers to improve their experiences. The group has helped us produce a new leaflet for customers, revised our standard letters, and improved customer feedback.