whg builds on work to engage with customers in new strategy

whg has launched a new Customer Voice Strategy as it builds on its work to put customers at the heart of everything it does.

The strategy sets out the housing association’s continuing commitment to customer engagement and outlines how it will encourage, promote and embrace customer views.

As part of the approach, whg will prioritise modern and inclusive engagement, focussing on under-represented voices in the community to create a diverse network of customers.

A new menu of engagement will make is easier for customers to work with the housing association in a way that suits them. This will include a more vibrant community-based offer where customer can chat to whg face-to-face, such as during regular coffee mornings and activities to mark national events.  whg plans to launch more community sessions across its geography over the next 12 months while a new online platform goes live this month.

Vicky Green said: “We know how important it is to have a strong Customer Voice that informs our governance arrangements, influences our decisions and impacts on the way we deliver our services. We’ve developed this strategy with our customers to create an approach that is purposeful and meaningful and that is flexible around their lifestyles.

“By listening to more diverse voices and creating safe spaces both digitally and in communities we aim to reach more customers than ever before.”

In the last year whg has heard 2,726 voices across 60 different consultations, with customers helping to co-design policies, measure performance, improve services and shape neighbourhoods.

Read the strategy

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