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Listening to customers is very important to us.
You are the experts in knowing how well we are doing, and what we can do to make our services and your home and neighbourhood even better.
Last year we launched our Customer and Community Engagement Strategy 2019-2022 [pdf] 8MB, which sets out our vision to harmonise our approach Group-wide. We are committed that by 2022, we will have an involvement model that allows our customers to truly influence our current and future services. Please click the image on the left to download a copy of the strategy.
We’re currently developing a wide range of roles that will provide our customers with the opportunity to get involved; whether that’s a quick, short or long-term commitment, in person or digitally from the comfort from your own home. Whether you want to contribute and influence our strategic direction as a business, or get involved on a more local level in your own neighbourhood, we hope you’ll join us and make your voice heard.
Why Get Involved?
Platform values what you, our customers, have to say about us
We welcome your ideas on how we can improve our services and, if you want to have your say on how we work, there are many ways you can get involved and do this.
“I was so grateful for my lovely new home, I wanted to give something back. I could only offer my time so I started assisting the group as a volunteer. I've been involved for 25 years now and always enjoy it. I feel it’s important for our landlord to know exactly what our needs are as customers. By representing us all, we can maintain higher standards from our landlord and by giving a little from each volunteer, we can all gain lot more. Come on board and join us!” - Alison Hammond
Getting involved brings many rewards: you can meet new people, learn new skills as well as help us to improve the services you and other customers receive. You will also get the satisfaction of knowing you have influenced our policy and get to see actual change take place as a result of your involvement.
To register your interest in getting involved, please fill out our Get Involved form and we’ll be in touch.
What Would I Be Doing?
We have numerous roles available, depending on how much free time you have and what interests you.
The seven headings in this section contain a quick outline of some of the roles we offer and what they might entail.
Customer Experience Panel:
If you’re passionate about the customer voice being heard, and want the opportunity to make a real difference in how we shape our services, you may be interested in joining our Customer Experience Panel.
The Panel is made up of customers, board members and senior colleagues and acts as a critical friend to the organisation to ensure we consider the customer in all of our decision making. The panel currently meet virtually on a regular basis, and being an active panel member means feeding back on and contributing to key policies, processes and strategies. Our CEP ensures the customer is at the heart of all that we do, and we’d love for you to be a part of it!
Getting involved with our scrutiny opportunities could be for you if you are interested in taking an in-depth role and reviewing our services and shaping our strategic direction. Typically it will involve working with a group of other customers and conducting investigations into specific areas of the business. Scrutiny is a longer-term commitment involving both face to face and online interaction.
Mystery Shopping & Focus Groups:
If you want to review and provide feedback to us but are concerned about how much time you would be able to offer, these roles can primarily be undertaken from the comfort of your own home. They’re a great opportunity to provide instant feedback to us to inform fast paced decisions within the organisation, or to check how different areas are performing. We’re currently looking for mystery shoppers to help review a range of areas within the organisation, you can find out more about becoming a mystery shopper by downloading our information pack [PDF - 170KB]
Customer Sounding Board:
Our Customer Sounding Board ensure that the information we present to our customers is clear, easy to understand and engaging. You can find out more about a role with our Customer Sounding Board by downloading our Customer Sounding Board Job Description [pdf] 170KB
These roles give you the opportunity to be involved in either reviewing our complaints responses to ensure the language is customer friendly, or taking a more active role in supporting a customer through the complaints process. We have recently recruited to these roles, but you can still register your interest for future opportunities.
Our Digital Services:
We are looking for customers to help us design, develop and test our digital services. Getting involved means you can influence how we create systems and services so that they are accessible, easy to use and customer centric. We need to engage with tenants over multiple digital channels and we need your help to do that. It doesn’t matter your level of IT knowledge as we need people at all abilities to ensure our services are truly customer friendly. We’re currently actively recruiting for this area! If you would like to find out more about becoming a Software/Service Tester, download our information pack [PDF 171KB]
Do you want to help make your local community a better place to be? These roles help us to ensure that your local neighbourhood is a safe and well-kept place to live. You’ll ensure that we have a customer perspective on a range of issues, such as standards of cleaning, grass cutting and grounds maintenance. They also play a vital part in ensuring our organisations communicates effectively with different communities. If you'd like to find out more about becoming a Community Champion, download the Community Champion Job Description [pdf] 170KB
We are looking for a team of Diversity Champions to pull together all parts of the community, to share experiences and celebrate differences. Organising lunch clubs for older people; sharing cultures, traditions and customs and offering support to those who need it are just some of the things our Diversity Champions do. For more information please see the section below.
Customer Diversity Champions
Here at Platform Housing Group, we are committed to making Equality, Diversity and Inclusion our key priority.
You could help us translate this commitment into inspiring community action by becoming one of our Customer Diversity Champions.
For more information about how you can volunteer to develop projects and campaigns that highlight the diversity of our communities please contact firstname.lastname@example.org or 07805 812708.
Choose your area of interest from the nine protected characteristics below that our equality legislation is based on:
Marriage and civil partnership
Pregnancy and maternity
Religion and belief
What would I be doing as a diversity champion?
Here are some examples of activities you might organise or take part in:
An awareness campaign around an issue which is close to you E.g. mental health, disability, LGBT, ethnic or religious diversity, Autism
An event celebrating different cultures and traditions
Start a group for people who may feel excluded
Support staff and residents in your chosen area of interest
Work with local charities on Equality & Diversity (E&D) issues to make a difference
What are the benefits of being a Customer Diversity Champion?
Make a genuine difference in your local community
Shape the way we our deliver services for vulnerable people
Get involved with E&D projects you wouldn’t normally hear about
Gain valuable skills through free E&D training
Take part in fun activities which make a serious local impact
We have set aside a small funding pot to support your project (up to £400)
If you can make a difference in your community by highlighting its diversity, breaking down barriers, and including residents in activities please complete the form below. We welcome applications from community groups and charities willing to work towards benefiting our residents:Diversity Champions Funding
Customer and Community Engagement Strategy
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.
This, our first Platform Housing 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
Diversity and Inclusion Strategy
Platform One project