Customer Voice Strategy 2022-25

Our Customer Voice Strategy puts customers at the heart of all we do. We believe that listening to what you have to say about your homes and services will make us a better organisation.

Help us to do better. Your invite to make a difference.

Involve. Get on board.

We want to have a full and realistic picture on how we are doing and where we can improve. So we need to work closely with anyone who's interested. 

Consult. Talk to us. 

Above all, we want to listen and act upon your views in a way that suits you - at meetings or through simple surveys.

Inform. We'll keep you updated.

You can only challenge us if you have all the information you need - so we'll make it easy to find. Once we've heard your views, we promise to keep you in the loop.

Hear our Chief Executive explain the impacts that your views will have. 

"It's not enough for us to just involve our customers. We need to be able to demonstrate the changes we make, as a result of those conversations."

People who live in our homes and communities shape everything that we do.

The aims

  • We want to consider and act on the views of our customers about our homes and services.

  • We want to put customers at the centre of everything we do.

  • We believe that this will make us a better organisation.

Why we need a strategy

This document explains how we want to:

  • listen to all customers and

  • increase customer involvement

  • so that we can make sure that we are meeting the needs of our customers.

Four people sit around a coffee table talking

It sets out how we will work with customers to make a difference to the quality of the services we provide.

How are we going to deliver on our plan?

We will:

  • Develop and improve services together.

  • Gather feedback to influence decisions.

  • Speak to customers and listen.

  • Keep customers in the loop and act upon what customers have told us.

Shaping everything we do

Customer engagement runs through everything we do, from our corporate plan to how we manage each department.

We want to have a full and realistic picture of how we are doing and where we could improve, so we need to work with our staff our partners and customers too, of course.

Stamp graphic that reads checked by our customers

How we run the Trust

We have certain rules that explain how our Board and our Challenge Group should work. Both sets of rules say that the Trust will make sure that customers’ views are heard and considered. For example, when we work on new policies.

(By ‘customers’ we mean tenants, leaseholders and Shared Owners.)

How we will support our teams to put customers at the heart of everything we do

  • We will make it simple and easy for our teams to include customers in their work by providing a toolkit.

  • We will share best practice that we find both in the housing sector and beyond.

  • We’ll include customers early on, not as an after-thought – particularly when we are talking about service changes.

  • When appropriate we’ll use digital channels to get the information we need.

How we will show that we are listening and acting

  • We will use key learning outcomes from customer feedback and complaints to improve our services and how we do things at the Trust.

  • We won’t keep them to ourselves, but share them on our website, in newsletters and in our annual review.

  • In the wider community we will work with key partners who share our vision of creating great places to live.

  • We will do all we can to make sure that opportunities to get involved are open and easy for everyone.

How you can get involved

We'd love you to join us - find out about the different ways that you can have your say and help us to shape our services.

Our partners

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