Help shape our new Customer Engagement Framework

Help shape our new Customer Engagement Framework – and be in with the chance to win a £100 voucher

Three males and a female sitting down talking to each other

We’re refreshing our Customer Engagement Framework and want to hear from you.

This framework will set out how we involve customers in decisions that affect your homes, services and communities. We want to make sure it is clear, practical and gives people opportunities to influence what we do.

You can read our draft Customer Engagement Framework here.

Your feedback will help us improve the framework before it is finalised, and will also help shape local engagement plans.

The quickest way to have your say is by completing a short survey – you can complete online by clicking this link.

The deadline for taking part in the survey is 10 July 2026.

We’re also looking for customers to join a focus group. If you’re interested, you can let us know in the survey.

Taking part is voluntary. To join a focus group or enter the voucher draw, you’ll need to leave your contact details. Otherwise, responses are anonymous.

Why we are consulting
 

We want to make it easier for customers to get involved in ways that work for them. This includes improving how we:

  • keep you informed
  • ask for your views
  • involve you in shaping services
  • show the difference your feedback has made

This consultation is part of our commitment to making sure customers can influence decisions.

What the framework will cover
 

The refreshed framework will set out:

  • the different ways you can get involved
  • how we will make participation easier and more accessible
  • how we will listen to different customer groups
  • how we will measure participation, influence and impact
  • how we will report back to you through “You said, We did” updates

How you can take part
 

There will be a few ways to share your views:

  • Local conversations – opportunities to speak to us in your area, tell us if you’re interested in a focus group when completing the survey

We want to hear from a wide range of customers, if you need support to get involved, or require materials in an alternative format or translated,  just let us know.

Call us on 0800 479 7979 and a member of our team will be happy to help.

What do Customer Voices say?
 

One way we engage is through our Stronger Voices engagement programme. Customers can register in this to be a ‘Customer Voice’ and take part in activities they’re interested in. You can read more about the programme by clicking this link.

In April, we surveyed Customer Voices to understand their experience of the programme and help shape our future engagement approach. Survey responses were received from 189 customers and included:

  • Average recommendation = 7/10 and Net Promotor Score +8 (40% scored recommendation a 9 or 10 out of 10);
  • Majority are actively or somewhat involved (58%) whilst just over a quarter say they are currently rarely involved but want more;
  • Improvements suggested include enhancing communications and updates, whilst some mentioned more local and face-to-face opportunities, and outside work hours;
  • Barriers most mentioned relate to health/disability (20%) as well as work/time commitments (15%); and
  • Most positive aspect of being involved for the respondents is being heard and having a voice heard (28%).

What will happen to your feedback
 

We will review feedback we receive and use it to improve the final Customer Engagement Framework and related local plans. When the consultation ends, we will publish a summary of:

  • what you told us
  • what we changed as a result
  • any key decisions or next steps

This will be shared as part of our “You said, We did” approach.