How we involve our customers in what we do

Last year, we worked with 3,793 customers to get their views, listen to what they said, and act on that insight.

Our customers have firsthand experiences which are vital to us and are the best people to tell us if we are getting things right.

That is why we aren’t just transparent with them about what we are doing out in our homes and on our estates, but we invite those customers out with us.

Last year, our customer assessors went out with members of our engagement team to assess 43 of our neighbourhoods, services and schemes to make sure we were delivering our Customer Promise.

In total, they spoke to 518 fellow customers, getting honest feedback about whether we were meeting their needs.

We also had 146 members of our Viewpoint team take part in shaping our direction as a business across more than 30 meetings.

Sharing our customers’ experiences also helps us to be a caring and understanding organisation.

We know many of our customers come from diverse backgrounds and experiences, and we encourage them to share these stories to colleagues. Last year, 29 Life Swap members shared their stories to 1,865 customers, colleagues and stakeholders, helping us provide fair and compassionate services.

Our customers also help us make sure we have the best colleagues possible working for Home Group.

We saw 105 customers involved in customer recruitment panels, as well as having customers help shape all of our induction and training programmes.

In keeping with that transparency with our customers, we even have customers involved in some of our procurement projects. Last year, 18 customers were involved in deciding on 6 new services and contracts to procure.

These are just a snapshot of the many ways we involve our customers and provide opportunities to both influence how Home Group operates and share their own stories and views.