Customer involvement
Customer Influence Framework
Through our Customer Influence Framework, we’re committed to listening, strengthening relationships and placing the customer voice at the centre of everything we do. There are many ways in which our customers can get involved and help shape our services.
Place means more than homes, it’s about creating strong, connected communities. We’re working to understand what matters locally so we can better support our customers. Empowering communities to tackle challenges, improve neighbourhoods, and collaborate.
Our Regional customer networks offer a structured and meaningful way to influence service delivery and performance. Sessions are held in-person or digitally where engaged customers are empowered to hold leaders to account, with a strong and clear link to our internal regional boards.
Made up of shared owners and leaseholders, this panel meet on a quarterly basis to voice opinions and give feedback on the services they receive. The Homeowners Virtual Panel also holds strategic influence, with customer representation on the Customer Influence Panel and strong links to the Bromford Flagship Board.
Our increased scale means we can have a bigger voice when it comes to influencing national and regional policy, improving standards, and working with partners to drive positive change. Whether it is sharing customer stories, speaking at events, talking to national and local politicians or contributing to scrutiny we’re making sure that real voices are heard where it matters most.
Customer Influence Panel
The Customer Panel plays a vital role in shaping Bromford Flagship’s services.
Its purpose is to ensure the voice of the customer is heard on the issues that matter most. The Panel supports the Board by championing a sector-leading customer experience and offers meaningful ways to influence policies, services, and decisions across all tenure types.
Engagement principles
Engagement will be driven by customer insights and real lived experience.
We value customers’ time, and their views will be treated with respect and play a key role in our decision making and co-creation opportunities.
Our engagement work will be tailored to the individual customer needs and the communities in which they live.
We will have a wide population of involved customers, representative of everyone who lives in our homes. They will be able to contribute and provide us with diverse opinions to ensure we deliver fair and equitable outcomes for all customers.
We will ensure that our engagement approaches can be adapted to meet the specific needs of customers and their place, to eliminate any barriers to participation.
Our approach will be held to account by being reviewed and evaluated regularly with customers to improve outcomes.
Engagement is embedded in our customer-focused culture across the organisation.
We will work with customers to reimagine the services and homes of tomorrow.
Have your say on your Newtide Homes Hub
The Newtide Homes Hub is our online, interactive space where you can make a difference from the comfort of your home. There's plenty for you to get involved with, from surveys and polls to forums and photo competitions! You can share your thoughts on what’s important to you, provide feedback on our services and find out how feedback is shaping what we do.
It only takes a few minutes to register so what are you waiting for? Head over to the Newtide Homes Hub today to get started!
We're committed to improving tenant involvement
We’re proud members of customer engagement experts TPAS, who help us to improve how we involve our customers and the wider community in what we do.
Membership means we have access to additional support and advice. By increasing our skills and knowledge we will be able to raise our engagement standards across the board. This reinforces our commitment of giving you the opportunity to influence our work so that we can continually improve the services we offer.
If you'd like to set up a customer-led group in your neighbourhood we can support you. Contact us on flagshipcustomerengagement@flagship-housing.co.uk to find out more.
Ensuring everyone's voice is heard
We’re committed to encouraging an inclusive and diverse community of customer INfluencers with a strong sense of belonging. We aim to attract the best people, and embrace diversity of age, disability status, race, sexual orientation, sex, gender identity/expression, religion and belief, to ensure everyone has the opportunity to share their views. We'll listen to the feedback from our customers and use this to help us understand what matters most and how we can improve our services.