Delivering our Customer Engagement Strategy - Year One Review

Delivering our Customer Engagement Strategy - Year One Review

Customer Engagement Strategy – Year 1 Review  

In December 2023, you helped us shape our Customer Engagement Strategy (2023-26) , ensuring that engaging with you remains at the heart of everything we do. One year on, we’re proud of the progress we’ve made, and we remain committed to listening, learning, and improving based on your feedback.  

Thanks to you, we now have more customers than ever helping to shape our services— over 3,000 residents are part of our Customer Voice Panel ! We’ve also connected with more of you through our Customer Compass project, ensuring we understand your needs and can tailor our services accordingly. And we’re proud to report that customer satisfaction has improved by 8.2% between April and December 2024!  

Here’s a look at what we’ve achieved so far and what’s next.  

Priority 1: Customer Compass – Understanding You Better  

To make sure we provide fair and accessible services, we’ve asked you to update your details so we can better meet your needs. While many of you have responded, we’re working on new ways to keep this information up to date—including reaching out to customers we haven’t heard from in a while.  

This valuable insight has already helped shape key decisions, with our Board using your feedback to make sure our services work for you. 

Priority 2: Engage, Adapt, Impact – Listening & Taking Action  

We want to make it easy for you to share your views and see real change happen as a result. Here’s what we’ve done:  

  • More ways to engage: We’ve introduced a Digital Influencers Group and hosted interactive ‘Bootcamp’ workshops on key topics like rent and repairs. 
  • Stronger voice in decision-making: Our Board is hearing directly from you more often and using your feedback to challenge and improve services. 
  • Better complaints handling: We’ve strengthened our team, leading to quicker resolutions and important service improvements—including better repair scheduling and pest control. 
  • Your voice in policy changes: We’ve consulted on key policies, ensuring the services you receive reflect what matters most to you. 

Priority 3: Community Connect – Being Local & Listening  

We’ve been out and about in your communities, making sure your voices are heard:  

  • 36 Housing Hubs held across our neighbourhoods to talk with you and address local concerns. 
  • Award-winning pet policy ! We received an RSPCA PawPrint award for working with you to promote responsible pet ownership. 
  • Clean, Safe & Green efforts: Our teams have been busy litter-picking and improving communal spaces. 
  • Better local communication: Tailored newsletters for specific areas, including schemes for older residents. 
  • Regeneration projects shaped by you: At Cambridge Crescent, we’ve kept you informed and even helped a resident secure a job on-site! 
  • Building safety matters : After engaging with residents in our high-rise buildings, we’re launching a Building Safety Customer Panel for ongoing collaboration.    

Looking Ahead – Our Priorities for Next Year  

✔ Co-creating services – Your input will shape our Fit for the Future transformation programme.  
 ✔ The Big Door Knock – A large-scale event to hear from even more customers.  
 ✔ Silent Voices Project – Reaching out to those we haven’t heard from in a while.  
 ✔ Better communication – You’ve told us we can improve here, and we’re listening.  
 ✔ Shared Owners Forum – A new dedicated space for engagement with our shared owners.  

 

Get Involved!  

We’re committed to making engagement meaningful and making real changes based on what you tell us. If you’d like to get involved or find out more, we’d love to hear from you!  

Thank you for being part of our journey.