Customer and Communities Committee quarterly meeting update Feb 2026

25/02/2026

Our Customer and Communities Committee came together earlier this month for a meeting, focusing on the strategies, services and performance that matter most.

This committee brings together customers and leaseholders, one independent expert, and three board members to ensure that customer views shape everything we do. From the way we run our services to the big decisions affecting communities, they make sure the customer voice is heard.

The meeting updated members on how we are performing, customer engagement, and our strategies for how we’ll achieve our goals. Topics discussed at the February meeting included:

  • Update on our Corporate Plan 2026-2030 – This included a review of the plan that the committee has helped to design. The next steps are to set clear targets to help us measure success, before the plan goes to Board for approval in March.
  • Review of how we are performing – This covered strong results in building safety to keep customers safe in their homes and income collection to help us invest in existing homes and build new ones. We know how important a quality repairs service is for customers and the group heard about ways we are responding to customer feedback to keep on improving the service we deliver. Our team also shared an update on how we're meeting requirements of safety standards, including Awaab's Law, and how we're communicating with customers when we are unable to access their home for appointments.
  • Customer census – Our team shared more on plans for customer census which is coming soon. This will be all about getting to know our customers better, so our services are tailored to your needs.
  • Customer and Communities Strategy – Our team shared updates on the growing role customers are playing in helping us design services. The group was positive about changes we have made to how we handle anti-social behaviour (ASB), which we know is a key issue for customers. We have strengthened our service by buying new noise monitoring equipment, and we have launched an out of hours helpline for customers to report ASB and get support when we are closed. Read more about the service on our ASB webpages.

Get involved

Our Customer and Communities Committee is among the ways customers can get involved and influence our work. You can learn more about other opportunities under our Get Involved section.