Our Customer Influence Framework

Our Customer Influence Framework is designed to put customers at the heart of decision-making. It focuses on listening actively, removing barriers to engagement, and ensuring every voice is heard. Rather than applying a one-size-fits-all approach, it emphasizes tailoring engagement to local needs. Built on respect and empowerment we want to strengthen trust and collaboration. With increased regulations, which demand transparency, fairness, and accountability, inclusive engagement is not optional, it’s essential for shaping better services and building a stronger future.

We have built our Customer Influence Framework around eight engagement principles:

• Customer-led - Engagement will be driven by customer insights and real lived experience.
• Meaningful - We value customers’ time, and their views will be treated with respect and play a key role in our decision making and co-creation opportunities.
• Tailored - Our engagement work will be tailored to the individual customer needs and the communities in which they live.
• Diverse - We will have a wide population of involved customers, representative of everyone who lives in our homes. They will be able to contribute and provide us with diverse opinions to ensure we deliver fair and equitable outcomes for all customers.
• Inclusive - We will ensure that our engagement approaches can be adapted to meet the specific needs of customers and their place, to eliminate any barriers to participation.
• Measurable - Our approach will be held to account by being reviewed and evaluated regularly with customers to improve outcomes.
• Collaborative - Engagement is embedded in our customer-focused culture across the organisation.
• Innovative - We will work with customers to reimagine the services and homes of tomorrow.

The INfluencer Hub supports the framework by:

• Providing an interactive space for customers to provide feedback
• Offering a range of diverse, inclusive and exciting ways to engage such as surveys, forums, polls and more
• Empowering customers to make a difference from the comfort of home
• Giving customers an opportunity to collaborate with their community and share their views
• Supporting activities in our neighbourhoods such as local pop-up events, community door-knocks and quarterly Group INfluencer events, co-creation sessions and scrutiny meetings
• Providing more opportunities to hear the customer voice, and help us understand what matters most in their community
• Featuring updates about improvements that have been implemented as a result of feedback so tenants can see the value of their input

Register your interest today!