We know that the people who live in our homes are in the best position to help shape our services, keep an eye on our performance and influence the work we do in our communities.
Our customers have a strong voice across our organisation, to the very top level, and contribute to our business in a variety of ways, through:
- Reviewing our services, sharing feedback, and identifying areas for improvement
- Setting and assessing service targets in collaboration with our Board
- Shaping our plans, policies, and strategies through direct input
- Providing local insights to guide our community investment initiatives
- Helping to refine our approach through customer journey mapping and co-creation
Why get involved?
By joining our network of involved customers you’ll benefit as well. Here’s what you’ll get:
Beyond structured training, you'll develop key skills on the job—teamwork, digital skills, communication, and report writing. It's a great boost for your CV and career prospects.
Being part of something that aims to improve the lives of others can boost your self-esteem. If you’re out of work or retired, doing volunteering work like this can give you a sense of purpose and improve your personal wellbeing.
Our engagement framework
To ensure all customers have meaningful opportunities to get involved, we’ve built our engagement framework based on their feedback. This approach enhances how customers influence our services and hold us accountable.
In 2024, we introduced two key panels within this framework: the Customer Influence Panel and the Scrutiny Panel.
Each panel has a dedicated Chair, and the Customer Influence Panel also has a Vice Chair. These are paid positions, with expenses covered. Both panels meet 4-6 times a year, both in-person and online.
A customer-led and customer-appointed group that scrutinises our business performance, strategies, and policies, ensuring customer perspectives are at the heart of decision-making.
Find out more about the Customer Influence Panel.
A customer-led and customer-appointed team overseeing in-depth reviews of specific services, as requested by the Customer Influence Panel. This panel is supported by a wider group of customers who contribute to ad-hoc scrutiny reviews.
Find out more about the Scrutiny Panel.
Wider engagement opportunities
Beyond these panels, we’re committed to providing flexible ways for all customers to share their thoughts and ideas. Our Engage digital platform 
offers an accessible space for feedback through surveys, polls, discussion forums, and more. This platform will continue to evolve, but its purpose remains clear: to foster open, honest conversations that actively shape the services we provide. By working together, we can gain fresh perspectives and drive continuous improvement.
The customer anniversary survey, and other surveys (including our consultation with customers about the Sovereign and Network merger) also see us using your feedback to improve the way we work and the services we provide.
Coming soon: support your communities by getting involved in local groups and events.