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.
We have 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.
As a socially driven organisation, delivering social value is fundamental to what we do. We provide decent, safe and affordable homes to over 100,000 customers, but beyond this we also strive to create long-term, positive change in the communities we serve. By focusing on what matters most to customers and communities, we aim to create lasting social, economic and environmental benefits alongside high‑quality housing and services.
We work closely with customers, colleagues, partners and our supply chain to ensure our activities address local priorities and deliver real outcomes. This collaborative approach enables us to target resources effectively, strengthen communities and maximise the positive impact of our investment. In 2026, we achieved a significant milestone by reaching our £100 million social value target nine months ahead of schedule. This achievement was independently audited and verified by the Housing Association Charitable Trust (HACT).
Building on this success, we’ve introduced a new, more ambitious target of £550 million of social value by 2030, reinforcing our long‑term commitment to supporting customers, communities and wider society.
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