Our new Customer Influence Strategy

We recently conducted a customer survey to seek views about how we can work more collaboratively with you, to make sure you’re able to influence what we do and how we give feedback to you on changes we make to improve services.

Thank you to everyone who took part. You can read more about the survey results and winners here.

The feedback from customers and staff have helped us to create our brand-new Customer Influence Strategy 2024 - 2028.

Meeting customers’ needs and expectations with their homes and communities and the services and support we provide is our priority.

We want to work in partnership with customers to collaborate to make positive changes, raise standards and help us to demonstrate how we put customers at the centre of what we do.

Customer influence is how we will focus on the difference made, or the results of customer engagement and involvement with us, as well as how use data, information and feedback customers have given us already.

The strategy sets out our commitment to listen, understand, learn and act on customers’ voices. We will work together with customers and demonstrate that customers are influencing and shaping the service that are received and decisions that affect homes, communities and neighbourhoods.

Customer influence framework

Look out for opportunities to collaborate with us in future newsletters and the ‘Get involved’ section of our website.  Also look out for regular feedback on the results of collaboration with customers. We have already benefited from customers influencing:

• recruitment of new colleagues joining the business
• co-creating the customer Annual Report for 2023/24
• influencing how customers report repairs

For any more information on collaboration opportunities please contact us.