Our customers are at the heart of everything we do. It’s for them that we build and maintain high quality homes, build thriving communities, and work to improve the quality of the environment for current and future generations.
Our Sustainability Strategy has three customer-focused objectives:
Working with our customers to shape our services.
Supporting our customers to maintain their tenancy and fulfil their potential.
Delivering social value to our customers and communities.
Customer engagement is key to every aspect of our organisation, from shaping services, policies and procedures to our governance, recruitment and procurement processes.
We encourage as many customers as possible to engage with us and share their views through participation in our Customer Engagement Strategic Committee, or more informally through regular meetings, bite-size evening sessions, events and estate inspections, Facebook discussion forums or attendance at one of our conferences.
We also operate several customer diversity groups including LGBTQ+, Disability and Future Voices, to ensure we capture all voices on the services they receive, complete equality assessments and help to prioritise our Equity, Diversity and Inclusion programme.
We aim to support our customers to maintain their tenancies and fulfil their potential by helping to remove barriers that might be created by worklessness, debt, poor mental health, or other social and economic issues.
Delivered through our Better Days programme, our customer support interventions include universal services, which are available to every customer and designed to support financial inclusion, mental wellbeing, employment and skills, and digital support.
We are working to deliver £100 million in social value for our customers and communities by 2025.
In 2023/24, we generated a social value of £22.4 million and:
Our Social Value Framework has been developed to embed social value across our organisation, better capture our impact and support business decisions based on the impact we have.
You can find out more about our approach to delivering Social Value in our Social Value Framework