You said, we did

Customer voice in action 

We are committed to listening to our customers and using their feedback to shape services, policies and communications. We want to make sure that customer voices are always at the centre of the decisions we make. This page provides an overview of how customers have helped shape our services over the last year. 

Shaping the Customer and Communities Strategy 

In August 2025 we launched an eight-week Customer and Communities Strategy Consultation, which served as our roadmap for improving neighbourhoods and enhancing the customer experience.  

Customer feedback played a central role in shaping the strategy. A total of 353 people contributed through online and paper surveys, including 267 customers, alongside more than 2,500 attendees across 24 community events. Engagement was further widened through digital channels and partner networks. 

This input directly influenced the final approach. Customers led the decision to rename the strategy from the Customer Experience Strategy to the Customer and Communities Strategy, reflecting a broader, more inclusive focus. They also challenged the structure and content, resulting in the five original ‘Customer Experience Ambitions’ being streamlined into four clearer priorities. 

Importantly, customers shaped how the strategy will be delivered. They called for a longer-term view, extending the timeline to three years, and pushed for clearer, more accessible language, leading to the removal of jargon such as ‘listening posts’. Their priorities were clear: tackling anti-social behaviour (ASB) emerged as a key focus area and expectations around partnership working and stronger links to ASB were reinforced. 

Customers also influenced how success will be measured and experienced. They expressed a preference for meaningful, results-focused outcomes rather than traditional KPIs, and emphasised the importance of choice, ensuring that digital engagement complements, rather than replaces, face-to-face support. 

Overall, the strategy is a direct reflection of customer voice, with their insights shaping not just the detail, but the direction, tone and priorities throughout. 

Designing the Customer Census 

We worked closely with customers to design clear, accessible communications for the Customer Census. Feedback helped us refine the wording of questions to ensure they are easy to understand and explain why the information is being collected. This customer-led approach ensures transparency and builds trust. 

Improving customer experience: Welcome pack review 

Customers shared valuable insights into their experience of joining the Customer Engagement Network (CEN). They told us what would help new members feel confident and prepared, including: 

Suggestions such as buddy systems, observation opportunities, house rules, meeting guidance and member testimonials will help us create a more welcoming and supportive welcome pack. 

Shaping policies 

Income collection policy review 

CEN members reviewed our updated Income Collection Policy and welcomed: 

Customers found the policy easy to understand overall but highlighted that some legal language felt too formal. They emphasised the importance of clear, customer-friendly communication. This feedback will guide future improvements and how we present policies to customers. 

Antisocial behaviour (ASB) scrutiny 

In Q4, customers took part in a focused review asking: How easy is it to report ASB, and does it lead to the right action?

Supported by TPAS, customers designed and delivered a survey to assess our ASB response. Customers told us what works well, where improvements are needed and what changes would make the biggest difference in their communities. 

The findings have informed a customer-led ASB review and an overview presented to the Customer Committee. This new approach strengthens customer influence and we plan for future reports to be presented directly to Board by customers. 

Fire safety consultation

CEN members have reviewed our updated Fire Safety Engagement Strategy, highlighting that it is: 

They also suggested improvements, including: 

This feedback will shape future updates and ensure safety information remains accessible to all customers. 

Influencing strategy and design 

Customers from CEN and the Customer Panel Strategic Partnership (CPSP) contributed to our Board Away Day, helping shape key priorities including communications and our new Corporate Plan. 

Their feedback led to: 

Customers didn’t just influence what we say, they influenced how we present it. A consistent message emerged: Keep it simple. Focus on what matters. Stay true to our purpose and values. 

Listening in different ways 

We gather customer feedback through both formal and informal channels, including: 

What we’ve improved 

Thanks to customer feedback, we have: 

Driving continuous improvement 

Tenant Satisfaction Measures (TSMs) 

We monitor TSMs monthly to ensure we continue improving services. As a result, we have: 

Everything we do is shaped by the voices of our customers. By listening, learning and acting on feedback, we continue to improve services, strengthen communities and deliver meaningful change.