Putting our tenants and customers at the heart of everything we do
This year, we are placing a renewed focus on capturing and understanding the voice of our tenants and customers across our Homes and Communities, and Support and Care services. Listening to our customers is essential to ensuring we deliver services that truly meet their needs, expectations, and aspirations.
By gathering as much customer feedback as possible, we are going to create a strong and inclusive Customer Engagement Strategy – one that reflects real experiences and enables meaningful involvement in shaping our services.
Why customer voice matters
Customer voice is more than feedback, it’s insight, lived experience, and a vital part of how we learn and improve. By listening carefully, we can:
- Better understand what matters most to our tenants and customers
- Identify opportunities to improve services and experiences
- Build trust through transparency and responsiveness
- Ensure decisions are informed by the people who use our services
Our goal is to create services that are not only effective, but also shaped with and by the communities we serve.
Our focus for 2026/27
Throughout this year, we are committed to gathering a wide range of customer voices across:
Homes and Communities
Understanding how customers experience their homes, neighbourhoods, and community services.
Support
Listening to those who rely on our support services, ensuring care is person-centred, respectful, and responsive.
Care
Gathering feedback from our residents across our care settings.
We want to hear from as many people as possible, whether that’s through surveys, conversations, community events, or digital engagement.
How we’re listening
We are expanding the ways customers can share their views, including:
- More community engagement events
- Customer panels and focus groups
- One-to-one conversations
- Digital channels and online platforms
This inclusive approach helps us reach a diverse range of voices and ensures everyone has the opportunity to be heard.
Turning feedback into action
Listening is only the first step. We are committed to:
- Using feedback to shape our Customer Engagement Strategy
- Making improvements based on customer insight
- Sharing what we’ve heard and what we’re doing about it
- Continuing to involve customers in decision-making
By closing the loop, we ensure customer voice leads to real, visible change.
