Your voice matters, and we're listening
By sharing your thoughts, you're directly shaping the services you rely on every day. We understand life can get busy, so we're creating even easier ways for you to share your ideas. Whether it's a quick chat with your neighbourhood coach, completing a survey, or submitting feedback, your voice guides us in making positive changes.
Customer Influence Framework
Through our Customer Influence Framework, we’re committed to listening, strengthening relationships and placing the customer voice at the centre of everything we do. There are many ways in which our customers can get involved and help shape our services.
Listening to customers, from our regular surveys, reviews, complaints and compliments. Every piece of feedback helps us to improve. You can share your thoughts on what’s important to you, provide feedback on our services and find out how feedback is shaping what we do on our Influencer hub.
Place means more than homes, it’s about creating strong, connected communities. We’re working to understand what matters locally so we can better support our customers. Empowering communities to tackle challenges, improve neighbourhoods, and collaborate.
Our Regional customer networks offer a structured and meaningful way to influence service delivery and performance. Sessions are held in-person or digitally where engaged customers are empowered to hold leaders to account, with a strong and clear link to our internal regional boards.
Customer-led scrutiny is a key part of how we ensure our services are shaped by the people who use them. It strengthens accountability and transparency by giving customers a meaningful voice in how services are delivered and improved. Scrutiny will take place at group, regional and place levels. We’ll publish our scrutiny topics on the Influencer hub so check there to get involved.
Made up of shared owners and leaseholders, this panel meet on a quarterly basis to voice opinions and give feedback on the services they receive. The Homeowners Virtual Panel also holds strategic influence, with customer representation on the Customer Influence Panel and strong links to the Bromford Flagship Board.
Our increased scale means we can have a bigger voice when it comes to influencing national and regional policy, improving standards, and working with partners to drive positive change. Whether it is sharing customer stories, speaking at events, talking to national and local politicians or contributing to scrutiny we’re making sure that real voices are heard where it matters most.
Engagement principles
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Customer-led
Engagement will be driven by customer insights and real lived experience.
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Meaningful
We value customers’ time, and their views will be treated with respect and play a key role in our decision making and co-creation opportunities.
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Tailored
Our engagement work will be tailored to the individual customer needs and the communities in which they live.
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Diverse
We will have a wide population of involved customers, representative of everyone who lives in our homes. They can provide us with diverse opinions to ensure we deliver fair and equitable outcomes.
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Inclusive
We will ensure that our engagement approaches can be adapted to meet the specific needs of customers and their place, to eliminate any barriers to participation.
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Measurable
Our approach will be held to account by being reviewed and evaluated regularly with customers to improve outcomes.
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Collaborative
Engagement is embedded in our customer-focused culture across the organisation.
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Innovative
We will work with customers to reimagine the services and homes of tomorrow.
Research groups
Get involved in surveys, interviews, and focus groups that help us understand customer needs better. This is a flexible way to contribute your views without a big time commitment. You could:
- join online workshops to give your feedback on a particular service area
- contribute to service reviews to define problems and find solutions to service issues or help us to map out an end-to-end journey
- testing digital services by sending feedback when we have changed our online service offer before we press the live button
- experience the latest tech by experimenting with new products that could improve our homes, for example using sensors in your home.
Improve our communities and neighbourhoods
Talk to your neighbourhood coach - Your neighbourhood coach is here to listen. Each year, you're invited to take part in your annual customer review, an opportunity to talk about how you can thrive in your home and your community.
Community surgeries and events - Join us at local community surgeries and events to share your views on your neighbourhood and ideas for potential estate improvements. These are great opportunities to meet others and make your voice count.
