Helping customers through difficult circumstances has always been something I care deeply about.
Vulnerability can affect any of us at any time. It may be caused by something happening at home, poor health or simply not feeling safe or heard.
As Customer Regional Director, Midlands, I want to make sure we recognise when someone may need additional support, listen without judgement and take the right action as early as possible. This is particularly important as our organisation and services continue to evolve.
Feeling safe in your home and community
Everyone should feel safe in their home and neighbourhood. Anti-social behaviour, domestic abuse and hate crime can have a devastating effect on individuals, families and communities.
We know it isn’t always easy to tell someone what is happening, particularly when you may be worried about the consequences or unsure what will happen next. When you report a concern, our role is to listen, understand your circumstances and work with you and our partner organisations to agree the most appropriate support.
This could include working with the police, local authorities or specialist support services. We will always consider the customer’s safety, wishes and vulnerabilities when deciding what action to take.
If you’re experiencing anti-social behaviour, domestic abuse or hate crime, please reach out. You don’t have to manage it alone.
You can find advice and support on our website:
If you or someone else is in immediate danger, call 999.
Damp and mould - acting quickly to protect customers
A safe and healthy home is fundamental to your wellbeing. Damp and mould can affect physical and mental health, and we know some customers may be at greater risk because of their age, health or personal circumstances.
New legal requirements under Awaab’s Law reinforce the importance of investigating and addressing hazards promptly. However, this is about much more than meeting a legal requirement. It’s about listening carefully, understanding how the condition of a home is affecting the people living there and taking timely action.
If you notice damp or mould in your home, please report it as soon as possible. We will assess the issue, consider any vulnerabilities within the household and explain what will happen next.
Report damp and mould or read our guidance
Understanding customers as individuals
Vulnerability isn’t always visible, and you may not describe yourself as vulnerable. You might need additional support because of a disability, a mental or physical health condition, financial pressures, bereavement, caring responsibilities, language needs or a change in your personal circumstances.
The more we understand about your needs, the better we can tailor our services. This could mean communicating with you in a different way, allowing more time, involving someone you trust or making a reasonable adjustment.
Please tell us about anything that could help us support you. Sharing this information won’t affect your tenancy. It helps us provide a safer and more responsive service.
You can contact us to tell us about the support you need. Your online account is the fastest way to get in touch, but you can also contact us by live chat via our website, by email or phone.
Making sure customers shape our services
Supporting customers also means making sure their voices influence the decisions we take.
As Bromford Flagship LiveWest, we’ve launched a new online Customer Voice platform. It gives customers more opportunities to share their experiences, take part in research and help shape how our services are designed and delivered.
We want to hear from a wide range of people, including customers who may not have taken part in formal engagement activities before.
Online engagement won’t replace face-to-face conversations or other ways of getting involved. It gives you another flexible and accessible way to have your say.
Find out more and have your say through Customer Voice
Please speak to us
The most important message I want customers to take away is that support is available.
Whether you are worried about safety in your home, experiencing anti-social behaviour, domestic abuse or hate crime, concerned about damp and mould, or need us to communicate with you differently, please contact us.
We may not always have an immediate answer, but we will listen, take your concerns seriously and work with you to identify the next steps. By speaking openly and listening carefully, we can provide better support and build services that reflect what our customers and communities genuinely need.