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Scott Thomson, a Home Group colleague and former customer

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Going from customer to colleague

Matt Roberts

Matt Roberts, PR and media advisor

It is so important that we are able to understand our customers and put ourselves in your shoes when we are planning and providing support.

That is why we value having first-hand lived experiences from colleagues across our business.

Across Home Group, we have colleagues working for us who once were, or still are, Home Group customers.

That includes in our support services, where we have colleagues like Scott.

Scott came to Home Group after spending time living homeless when he was 21 and stayed at our Tyneside Foyer, a support service for young people in Newcastle.

Staying here on and off for four years, Scott took the opportunity to do an apprenticeship with us. After finding where he best fit in at Home Group, he started working in our support services.

Fast forward to now and Scott is back where it all began, working as a senior member of staff at Tyneside Foyer.

As he tells it, having been through the journey himself it helps him connect with customers better.
“It is so powerful having that experience myself. It lets me connect well with our customers. They can see the journey I’ve been on, having started out no different to them.”

As he says, it helps him to emphasise with our customers. He can be sat down with a customer at breakfast and share with them his own experiences sat in the very same seat not that long ago.

It is stories like Scott’s, and the experiences he can bring to his role, that helps us best support our customers at Home Group.

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