Our engagement strategy

We worked with residents, resident groups, volunteers, staff, partners, and our Board to develop our customer engagement strategy to ensure that it meets the needs and aspirations of our communities.

Our strategy:

• is designed to amplify the voice of our tenants and leaseholders and to use it to influence and shape the services we deliver
• also responds to the government's social housing white paper and aims to adopt the principles of co-creation in the delivery of it

Read the tenant and leaseholder engagement strategy.

Strategy supporting activities

There are 6 pillars that support the strategy.

Working together

Established in January 2022, the customer core group and scrutiny panel are dedicated to fostering collaboration, support, and amplifying resident voices.

By meeting regularly, these committed residents drive meaningful change in the community through their active engagement and shared ideas.

Training

In November 2022, a training academy was launched for residents to help them gain the skills and confidence they need to get involved in their communities and hold us to account.

Facilities

By March 2024, the best use is made of our community spaces, achieved by us investing in the right facilities in the right locations, so facilities are accessible to all our communities.

Engagement

In April 2022, the engagement team revitalised its approach, redefining roles to lead and champion resident engagement.

This transformation has significantly strengthened community bonds, empowered residents, and ensured every voice is heard and valued.

Scrutiny

In March 2022, a resident-led scrutiny panel held the board and managers accountable, leading to increased transparency and more effective decision-making.

This panel's impact included the identification of key areas for improvement, fostering a culture of accountability, and ensuring that resident voices were integral to the decision-making process.

We will continue collaborating with our scrutiny panel to transform resident engagement, aiming to foster a stronger, more connected community and continuously enhance our engagement strategies.

Information

By October 2022, we began using customer data to understand residents' needs and expectations better, allowing us to tailor our services accordingly.

This data-driven approach has enabled us to identify and prioritise key areas for improvement, ensuring that our services are more responsive and aligned with resident preferences.