Your voice matters – Customer influence update

We want to thank you for sharing your views and helping us shape the services you receive. Here’s an update on the progress we’re making together in achieving the outcomes of our Customer Influence strategy. 

What we’ve achieved together so far 

• 1,488 customers are registered as regular participants 

• 4,789 customers have taken part in 79 influence activities since April 2025. If you’re interested in finding out the range of ways you can get involved there’s information on our website here 

• Activities include reviewing policies, shaping service standards, influencing strategies, and helping improve services 

• We’ve strengthened our customer scrutiny group which has carried out 2 service reviews this year providing feedback and putting forward ideas for improvement. We’ve also increased customer representation on our Customer Service Committee. More about our customer forums can be found here

• Your feedback helped us co-design our Customer Experience Strategy and Customer Promises which will be launched next year 

What the review told us 

• More customers are now involved in governance and scrutiny, and our Working Together framework with colleagues and customers is embedding well 

• You value being involved – but we need to do more to explain the difference your feedback makes 

• Since achieving Tpas accreditation in February 2025, we continue to learn and improve our approach to customer influence, ensuring we expand meaningful ways to get involved. Central to our approach is listening understanding, learning and acting on your feedback

Where we’re focusing next 

• Making engagement easier for everyone to get involved 

• Showing clear evidence of the changes your feedback brings 

• Communicating outcomes so you can see the real impact of your voice 

• Making even more use of data and insight to identify service gaps and improve your experience 

Your feedback is making a difference 

Here are just a few examples of how your feedback has made a difference over the last 6 months: 

Community roadshows bring estate improvements

In June and July, we visited customers in Upper Hale, Farnham and Cherrywood, Farnborough to hear directly from you about your homes, neighbourhoods, and what you'd like to see improved. More than 150 customers took part through doorstep conversations and joining us at local community centres. Your feedback is helping us understand what matters most to you, from the condition of your homes to the sense of community where you live.  As a result, we have several exciting estate improvement projects underway, thanks to your valuable feedback. We've also taken direct action to address aspects impacting individual customers' daily lives, dealing with these things in real-time during our sessions. 

Putting you more in control of repairs to your home

We introduced enhanced functionality on your online account which means you can see real-time updates, including appointment details and change the date and time of your repair. This gives you more control of the repairs happening to your home.

Improving our services for a great customer experience

Over 100 customers were involved in co-creating a new set of VIVID service standards - clear commitments that define what you can expect from us. These standards, now published on our website, cover a wide range of services, including how we handle complaints, how we maintain and improve your homes, how we communicate with you. We’ll also be publishing regular performance updates so you can see how we’re doing.    

We’ll keep sharing more examples so you can see the impact of your voice and you can see more here. Thank you for continuing to help shape the services you receive.