Your Involvement
Putting customers at the heart of everything we do - and making sure your voice is heard - is central to delivering the services you want and expect.
Our involved customers represent the voice of all customers. They help shape and influence our services by highlighting what’s working well and suggesting improvements where needed. Their insights play a vital role in helping us do better, together.
We know life can be busy, so we’re always working to make it as easy as possible for you to get involved and share your views.
Total number of involved customers
New involved customers recruited during the yearÂ
Platform Voices
Platform Voices is your go-to online customer engagement space for getting involved.
From surveys and document reviews to discussion boards, forums, and quick polls - it’s where you can have your say and help shape our services.
 Â
Customers Registered
Visits
Feedback reviews carried out
Review responses received
Platform PledgesÂ
Good Neighbourhood Management PolicyÂ
Customers experience of Planned worksÂ
Delivery of Estate ServicesÂ
Managed Move PolicyÂ
Reasonable Adjustments Policy
Solar Panels System GuideÂ
Dealing with Pests Leaflet
Fire Safety on Balconies
How we explain Service ChargesÂ
Along with reviewing new customer information documents including:
Customers have had the opportunity to feedback on topics including:Â
Look out for our Created with Customers stamp on all documents that have been reviewed and approved by our involved customers.
Customer Voice PanelÂ
Customer Voice Panel members
Increase of members during the yearÂ
Hours volunteered by members
Policies reviewed
Meetings attended
Customer Voice Panel meetings
Customer Voice Panel Briefings
Community Chest Panel Meetings
Scrutiny PanelÂ
This year our Scrutiny Panel reviewed complaints handling and made 17 recommendations for improvement. These are now being taken forward as part of wider work on complaints, with the panel monitoring progress to ensure positive change.
Alongside their work on complaints, the Scrutiny Panel has also begun a mini project on customer callbacks and is carrying out a review of how we manage reports of antisocial behaviour. Both pieces of work are still underway, with findings due later this year.
 Â
Scrutiny Panel members
Increase of members during the yearÂ
Meetings attended
Hours volunteered by members
Ongoing policy reviews
Scrutiny PanelÂ
Co-creationÂ
Co-creation topicsÂ
Number of sessions
Number of involved customersÂ
Hours
Time volunteeredÂ
2024 Annual Customer Conference: Strengthening Voices, Shaping ServicesÂ
Last year’s Customer Annual Conference brought together members of our Customer Voice and Scrutiny Panels to reflect on their achievements and help shape the future of our services.
The event marked the launch of our new strategic customer engagement framework and showcased how customers are playing a vital role in influencing decisions, improving services, and ensuring their voices are heard at every level — including the Board.
Workshops during the day also contributed to the development of our new Platform Pledges, created in partnership with customers to replace our previous Customer Commitments.
 Â