You Said - We Did

Improving services for all our customers is a priority for us, and your voice shapes how we work. Here you’ll find examples of how your feedback from surveys, polls, and forums on Platform Voices has directly influenced decisions and helped make a difference.

Two groups of people in Red and Blue circles working on projects

Your voice really does make a difference.

At Platform, making sure that we are delivering services that work for our customers is important to us. To help us do this, we offer a range of opportunities for customers to get involved and give feedback. These activities include reviewing documents, taking part in focus groups, and scrutinising our existing services.

Through these activities, your voice really can make a difference and help shape how our services are delivered in a meaningful way.

On this page, you will see a range of projects where customers were invited to get involved and, more importantly, you can see how that involvement has been acted upon by teams across Platform in the design and delivery of key areas of service.

More information about these projects and other activities where customer voices have helped shape services can be found on Platform Voices, and if you would like to have the opportunity to have your voice heard, then don’t forget to register to receive engagement opportunities.

Your Estate Survey

The Estates Team at Platform implemented changes to the Grounds Maintenance and Communal Cleaning services. These changes were applied differently across service areas, resulting in varied customer experiences.

To assess the impact of these changes, the team wanted to gather customer views on the quality of service they received.

Find out more

Case Studies

Aids & Adaptations Service - Customer Co-Design Sessions The Aids & Adaptations service supports customers who need changes to their home to help them live safely and independently.

Alterations Service - Customer Co-Design Sessions The Alterations service is for customers who want to make changes or improvements, at their own expense, to their home.

Co-Creating Better Communication This project was part of our Customer First programme, which puts customers at the heart of how we communicate. We focused on improving Tenancy Enforcement letters, as they often felt intimidating, overly formal or difficult to understand.

Customer Home Improvements (Alterations) We want to make the process of requesting home improvements as clear, simple, and supportive as possible.

Aids & Adaptations We want to make sure our aids and adaptations service is as supportive and straightforward as possible.

Partnership working helps improve accessibility in Malvern community A joint effort between local councillors, Worcestershire County Council and Platform Housing Group has led to the installation of new dropped kerbs along Elgar Avenue in Malvern, improving safety and accessibility for residents with mobility challenges.

Learning from Complaints During the year, teams across Platform have worked hard to learn from customer feedback. Our You Said We Did sheet contains key actions that have been implemented as a direct result of customer feedback.

Interactive Voice Response Survey Platform’s Customer Contact Team, the Hub, wanted to find out about your experiences of calling us and using the Interactive Voice Response (IVR)

Customer & Stakeholder Engagement Plan This plan sets out how we'll invest in, improve, and maintain our customers’ homes and neighbourhoods over the next 3-5 years.

Platform Pledges Platform recognises the importance of providing quality services to our customers.

Guide to Air Source Heat Pumps Platform is investing in our homes to make them more environmentally friendly and more comfortable. As part of this programme, we are installing air source heat pumps in some homes to replace old inefficient heating systems.

Platform Voices

We need you to share ideas, discuss important topics, provide feedback and talk to us about what's important to you in your home and community.

We do listen, and It's easy for you to tell us what you think, from the comfort of your own home. You can get involved at a time and place that suits you. Whether you take part in projects, complete quick polls, and surveys, and share your views on our ideas boards you can help us develop and improve our services.

Have your say with Platform Voices

Get Involved Putting customers at the very heart of everything we do and having your voice is heard is central to ensuring that we deliver the services you want and expect.

Your Community At Platform Housing Group, we're dedicated to building better communities by encouraging everyone to get involved.