Customer voice panels - how they've made an impact

Listening to your feedback is one of the best ways to make sure we’re delivering the services you want, in the way you want them. The new Customer Voice Panels are seeing more of you get involved and shape the areas that matter most to you, in a way that suits you. Plus, they help us hear from a diverse range of voices.

The Income Panel reviewed our Former Tenant Arrears Policy because we wanted to make our policies and letters about former tenant arrears clearer and more supportive.

You said: You wanted us to avoid abbreviations, include steps to contact next of kin, and differentiate letters for tenants with arrears and those in credit.

We did: We’ve heard you loud and clear and made those changes! We’ve also added repayment plan information right at the start and included important references in all letters.

The Communications Panel looked over our rent and service charge letters.

You said: You wanted our rent increase letters to be clearer and for us to move the rent and service charge table down the page.

We did: We’ve done just that, making the rent breakdown clearer and highlighting the next steps and support sections for better visibility.

We’re working on improving our building safety and resident communication and our High-Rise Customer Panel met to discuss it.

You said: You wanted our safety letters to go into more detail so you can be more confident about your safety.

We did: We updated our safety letters to clarify the Stay put policy and the different types of alarms in each building.  

If you’d like to join one of our customer panels, get in touch by filling out our contact us form. You can have your say by choosing one of the panels below that interests you.

Review the companies we partner with and help us make sure any new contracts meet customer needs.  

Have your say on how we manage service charges. This is open to anyone who pays a service charge.

Work with us to shape our repairs service and influence our investment in your homes.

Shape how we communicate with you, looking at everything from the letters we send to what’s in this new customer update.

 Work with us to improve customer services, including how accessible they are and our service standards for them.

Contribute to building safety plans and decisions at high-rise buildings. Open to customers over 18 years old living in a high-rise building.

There are many panels you can choose to attend, but we still want to make it work for you. Let us know if there’s a topic or service you want to review that’s missing, by filling in our contact us form.