Getting involved doesn’t need to be complicated. There are different opportunities available to get your voice heard in a way that suits you — take your pick. 

Lady on laptop with cup of tea

Whether it’s through a focus group, online survey or out in your community, you have the opportunity to have your say on what matters to you. It is all about YOU making a difference to Westward's services and to the improvement of your communities.

You can take a look at our Customer Engagement Strategy 2025-2030 here. 

There are different areas you can get involved in: customer scrutiny group, estate service champions, surveys and more. You can find out more on each in the boxes below.

Please remember, when you sign up you are not obligated to complete all tasks you are offered – you can pick and choose. You are in the driving seat.

By doing this you will be entered into a monthly prize draw to win £25 of Love2Shop vouchers.

Click here to have your say, your way.

Whether you want to complete surveys or be part of our customer scrutiny group, please fill out the form below and we will get back to you with more information. Remember, when you sign-up you are not obligated to complete all tasks you are offered – you can pick and choose. 

Our Voice Form

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Ways to get involved

  1. Click here for Customer scrutiny group Customer Scrutiny Group
  2. Click here for surveys and more with Our Voice Surveys and more with Our Voice
  3. Click here for Estate service champions Estate Service Champions
  4. Click here for Home owners conference Home owners conference
  5. Click here for consultations Consultations
  6. Click here for customer communications group Customer communications group

We collect feedback from customers in several ways. These can be in person, at coffee mornings, engagement activities, as part of our complaints process, satisfaction surveys, or as part of our neighbourhood visits. You can view more 'you said, we did' examples here. 

You said, we did

Man on smart phone

You said

You wanted an action plan with timescales when you make a complaint.

We did

An action plan will be included within complaint response, and it will contain dates and timescales.

YOU SAID WE DID 2

Annoyed couple

You said

You asked us to review our anti-social behaviour policy to make sure it was fit for purpose.

We did

A policy review will take place in autumn 2025. We’ve already sought feedback from Our Voice and had a survey in Moor To Sea.

Cleaning tender

Westward colleague looking at outside of house

You said

You wanted us to make sure that any health conditions are logged at first point of contact when a damp and mould referral is made. 

We did

As soon as a damp and mould referral is made, colleagues are instructed to capture any health concerns. 

Cleaning tender

Front cover of damp and mould leaflet

You said

You wanted physical leaflet to advise on condensation, damp and mould to give to customers without internet access.

We did

We talked to customers who had previously reported damp and mould and asked them for feedback on a newly designed leaflet. Westward colleagues can give these leaflets out to customers who might find them useful when out on visits. A digital version of this leaflet can be found here.

You said we did

Two women talking

You said 

You told us that the levels of compensation in the old policy were no longer appropriate.

We did

Compensation levels offered as part of our process have been reviewed.

You said we did home

Outside house with bout on bike outside

You said

You told us that customer satisfaction was lower for customers with recorded vulnerabilities.

We did

We will introduce a new policy aiming to personalise service to customers that is appropriate for their circumstance. 

Commitment to improving tenant involvement

TPAS logo with link to their website We are proud members of customer engagement experts TPAS since 2005. They help us to improve how we involve our tenants 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.

Find out more and join as a tenant here to access resources and member benefits.