We’re proud to announce the launch of our new Customer Engagement Strategy for 2025–2027: Empowering Voices, Building Communities.
This strategy marks a bold step forward in how we listen to, involve, and respond to our customers. Developed in close partnership with customers, it reflects our shared commitment to doing things differently placing customers at the heart of everything we do, strengthening relationships, and ensuring transparency across our services.
The strategy introduces a flexible framework that supports varying levels of involvement, making it easier than ever for customers to share feedback and influence service design. Whether you want to take part regularly or just now and then, there are more ways to get involved than ever before.
It also supports our compliance with new regulatory standards and helps us deliver better, more responsive services. From trust and accountability to community connection, this strategy is about building a culture where customer voices are heard, valued, and acted upon.
Lewis Walmsley, Customer Engagement Lead, said: “This strategy isn’t just a document, it’s a promise. A promise to listen more, involve more, and act more. We’ve worked closely with customers to shape it, and now we’re excited to bring it to life. Whether it’s through feedback, co-design, or community conversations, we’re here to make sure every voice counts.”
What’s Next?
We’ll be sharing more about how you can get involved, including updates to our “You Said, We Did” page and opportunities to shape future services. Keep an eye on our website and social channels for more.
Let’s keep building stronger communities together.
Read our Customer Engagement Strategy
Check out the different ways you can get involved and have your say
