Customer and Community Engagement Strategy

Our vision for customer and community engagement and how we are making this happen.

Litter picking

In 2022 we launched our Customer Community Engagement Strategy 2022-2026 which sets out our vision to harmonise our approach Group-wide.

In our Business Strategy 2018-2023, we set out our mission to ‘Build a better future by investing in affordable homes, services and communities’ and make it clear that our customers are at the very heart of what we about, and that the customer voice is central to this.

Our Customer and Community Engagement Strategy sets out what this means in more detail, our vision for customer and community engagement and how we will achieve it. The strategy has been developed to link to our organisational values and is particularly relevant to the following strategic business priorities:

Great Customer Service

  • Improve customer engagement and insight so we get closer to our customers and meet their needs

  • Provide high quality services that support local communities

  • Commitment to the development of truly accountable local service delivery. We will learn from each other’s experiences to develop such initiatives more widely – e.g. work to tackle digital exclusion, support for community funded local initiatives, debt and welfare benefit advice and creating job and training opportunities.

  • Tackle digital exclusion.

The strategy is also very closely aligned and linked to the following organisational strategies and projects:

  • Customer Experience Strategy

  • Digital Strategy

  • Diversity and Inclusion Strategy

  • Platform One project

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