Customer engagement
Our Customer Engagement Plan for 2026–2029 sets out how we will listen to you, act on your feedback and improve our services over the next three years.
Customer engagement
Our Customer Engagement Plan for 2026–2029 sets out how we will listen to you, act on your feedback and improve our services over the next three years.
Our aim is simple: we want you to feel heard, respected and able to influence the services you receive.
What this plan is about
The plan explains how we will:
- Listen more carefully to your feedback
- Improve communication
- Be more open about our performance and safety
- Make better use of information to tailor services to your needs
- Create more ways for you to get involved.
It is based on feedback from the 2024-25 customer surveys and follows the new national standards for transparency and accountability in social housing.
The three main areas we will focus on
From your feedback, three key themes stood out. We call them the “3 Cs”:
Communications
You told us you want clearer, more timely and more relevant information - especially when repairs or services are taking place.
We will:
- Improve repair updates and notifications
- Provide more Easy Read information
- Offer printed information for customers who are not online
- Improve our website and customer portal
- Make sure contractors keep you informed about delays.
Communal areas
Some customers living in properties with shared areas told us they are unhappy with how communal spaces are maintained.
We will:
- Publish clearer service standards and schedules
- Share satisfaction survey results about communal services
- Provide more information on noticeboards in blocks
- Develop an investment programme for communal areas with customer input.
Contract management
We use contractors for services such as grounds maintenance, communal cleaning and some repairs. You told us we need to be clearer about what contractors should deliver.
We will:
- Work more closely with contractors to meet agreed standards
- Improve monitoring of their performance
- Introduce satisfaction surveys for contractors
- Make sure delays are communicated clearly.
How we will improve over the next three years
We will:
- Use complaints and survey results more actively to improve services
- Share examples (case studies) showing what has changed because of your feedback
- Report regularly on improvements made.
We collect information about our homes and customers. We will:
- Review what information we collect and why
- Make sure we understand and respond to different needs
- Use data to improve repairs and tailor services.
We will:
- Keep you informed from start to finish when you request a service
- Improve digital services while making sure non-digital customers are supported
- Install and update noticeboards in blocks of flats
- Run information campaigns on topics such as service charges, communal services and energy efficiency
- Provide regular customer service training for staff.
We will:
- Publish more performance information
- Share safety information more clearly
- Improve the customer portal
- Publish results of key surveys
- Provide clearer information about investment and maintenance programmes.
You can currently get involved through surveys, consultations, resident associations, our Facebook group, and the Scrutiny Group.
We will:
- Develop more online engagement options
- Create better engagement opportunities for low-cost homeowners (shared owners)
- Improve how we invite customers to take part
- Explore new community initiatives such as Clean and Green Champions
- Increase visibility of Neighbourhood Housing Officers.
How we will measure progress
We will:
- Monitor the action plan regularly
- Report to our Board’s Customer Committee twice a year
- Track how many service improvements happen because of customer feedback.
What this means for you
- Your feedback will directly shape service improvements.
- You will receive clearer and more timely communication.
- There will be more transparency about performance and safety.
- You will have more opportunities to influence decisions.
- We will show more clearly how we have acted on what you tell us.
We are committed to working in partnership with our customers. Over the next three years, we want to strengthen trust, improve services and make sure your voice leads the way.