Providing a good home is the foundation of everything we do. But a good home is about more than bricks and mortar, it’s about feeling safe, being listened to, treated with respect, and knowing your voice actually changes things.
We want every customer, wherever you live, whether this is renting, leasing or part owning your home, to be able to speak up, be heard, and see how what you say makes a real difference.
Our Customer Voice and Influence Strategy is our commitment to getting that right. It’s about doing more of what works, cutting out what gets in the way, and making sure every voice, from every background, every community, and every corner of the places we work, helps to shape what we do next.
Our customer voice promises
Here, you’ll find our four straightforward promises: to listen, learn, act and show what’s changed. No jargon or small print, just what we’re going to do and why it matters.
You can also explore the journey we took to co-create the strategy in this video from our involved customers.
Listening
Making it easy for everyone to be heard.
We’ll make it easy for you to share feedback in the way that works best for you, using modern digital tools to make the process quick and straightforward.
This will help us build a clearer picture of who you are, what you need and how you feel, while actively reaching out to people we don’t hear from enough so more voices shape what we do.
Learning
Joining everything up so we truly understand what you’re telling us.
We’ll bring all feedback together in one shared place so nothing gets missed, helping teams understand what matters most to you and take action.
We’ll also look beyond facts and figures to understand how you are really feeling, and involve you in reviewing what the feedback tells us so we can decide what to do next together.
Acting
Turning what we hear into real, visible change.
We’ll use what you tell us to shape our policies, priorities and service improvements, including listening carefully and acting on building and fire safety concerns to help keep you safe.
We’ll also be clear about who owns what, so you get a quick and consistent response, and work with you from the start to co-design the things that matter most.
Showing what’s changed
Telling you what happened, and being honest about it.
We’ll use a simple “You Said, We Did” standard that every team understands and follows, so you can see how your feedback leads to real change.
We’ll also keep you updated in the way that suits you best, be honest when something takes time or isn’t possible, and share the positive difference your voice has made.
Share your views
Whether you have a huge idea or a small suggestion, your voice can spark real change. So, speak up, join in and watch things change for the better!
If you’d like to share your views, please get in touch.
Get involved
We also have a range of groups you can get involved in, so there are plenty of ways share your views in a way that suits your lifestyle and interests. You don’t need any experience to get involved, just your views and a willingness to share them.
If you’d like to register your interest in joining one of these groups, please let us know by filling in the below form or giving us a call on 0300 555 0600.
Have your voice heard at the highest level, working alongside Board members to shape decisions and hold us to account. This is a paid role that has equal status in our governance structure, with three customer positions available for a three-year term. The Committee meets quarterly. To find out more, please email governanceteam@onward.co.uk.
Join a group of customers who meet quarterly to review performance, customer feedback and satisfaction. You’ll help identify key issues, set the focus for scrutiny reviews and drive improvements, with all findings reported through to the Customer Committee.
Get involved in reviewing the services that matter most to customers. Opportunities are flexible, from one-day sessions to longer projects, so you can take part as much or as little as you like, depending on your interests and availability.
Work with our Customer Resolutions Team to review real complaints and suggest improvements to both services and how we respond. The group meets quarterly, with colleagues joining to listen, learn and take your feedback directly back into their teams.
Share your views as a leaseholder or shared owner and help shape the services and support that matter to you. The forum meets quarterly and focuses on the issues that are most important to homeowners.
Help us create a more inclusive and accessible service by sharing your experiences and ideas. You can join themed sessions, such as disability awareness or cultural events, or simply be part of the network and give your views in a way that suits you, whether that’s online, over the phone or in person.
Help to make sure our letters, emails and information are clear and easy to understand. This is a flexible, voluntary role, and you can get involved as much or as little as you like. Your feedback will help us get the tone right and improve how we communicate.
From time to time, we’ll invite you to share your views on services, policies or ideas for improvement. This could include short surveys, workshops or mystery shopping. You can get involved whenever something interests you, just let us know and we’ll be in touch.
You said, we did
Explore how we’ve worked with you to improve homes, neighbourhoods and services.
