Customer Engagement

You Said, We Did

We want your feedback to lead to meaningful change. Whether you share your views through a survey, conversation or our National Customer Group, we use what you tell us to help shape and improve our services.

Here are some recent examples of what you’ve told us and what we’ve done in response.

You Said	We Did	Customer Outcome
“I want a simple way to report defects and keep track of what is happening.”	We introduced After Build as our dedicated defects and aftercare service, including a portal for reporting defects, adding photographs or videos and tracking progress.	A clearer route for new-build defects and better visibility of what is happening with your case.
“I want to know that my complaint will be handled clearly and consistently.”	We are bringing Stage 1 complaint management into ReSI Homes, alongside the Stage 2 complaints we already manage, with complaints centrally recorded and overseen by us.	Clearer ownership, more consistent communication and stronger oversight when something goes wrong.
“I want regular updates and to see how customer feedback makes a difference.”	We relaunched customer newsletters and are developing regular updates on customer feedback, the NCG, service improvements and TSMs.	More regular opportunities to see what is changing and how customer feedback is influencing services.
“I want clear and useful information when I visit the ReSI Homes website.”	We have expanded customer information and are developing a dedicated NCG and customer engagement area for updates, meeting information and feedback.	A clearer place to find information, understand services and see how customers influence improvement.
“I want policies and customer information to be clear, accessible and easy to understand.”	NCG members have reviewed customer-facing policies and recommendations have been incorporated into updated versions. We are also making information clearer and more visual.	Information that is easier to understand and shaped by customers who use our services.
“I want clearer action when defects or estate-management issues are not progressing.”	We established a dedicated working group for one of our larger estates, bringing customer representatives and colleagues together to scrutinise defects, estate-management concerns and contractor progress.	More focused oversight, clearer accountability and stronger challenge where progress is not being made.
“I want reassurance that any VAT discrepancies on service charges are resolved”	We sought specialist tax advice to investigate the issue impacting some customers. The VAT discrepancy has now been resolved, helping to ensure a consistent approach to service charges.	Greater fairness and consistency in service charges across our portfolio.

National Customer Group

Established in February 2026, the ReSI Homes National Customer Group (NCG) brings together Customer representatives to shape the strategic direction of Customer involvement at a national level. The NCG provides strong, independent Customer oversight of ReSI Homes’ services, policies, and performance, ensuring the Customer voice directly influences decision‑making. By scrutinising organisation‑wide service standards and working collaboratively with ReSI Homes Colleagues and Executive team, the NCG helps drive continuous improvement and supports regulatory compliance. Its core aim is to champion the Customer perspective, ensuring fairness, transparency, and high‑quality services for all ReSI Homes residents.

Deneal Francis

NCG Chair

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Marcia Newsam

NCG Vice Chair

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Join The National Customer Group

If you live in a ReSI Homes property and want to help shape the future of our services, we’d love to hear from you. Our application takes just 5 minutes – please email our ReSI Homes Customer Involvement Coordinator at info@resi-homes.com for more information.

What You’ll Do:

Amplify the Customer voice — challenge us to do better and celebrate what’s working.
Scrutinise our performance — help us stay on track and deliver on our promises.
Shape the future — contribute to service improvement projects driven by Customer feedback.

We’re seeking passionate Customers who can:

Encourage open, respectful discussion.
Communicate clearly and confidently.
Motivate and inspire others to contribute and collaborate.

You’ll meet regularly with fellow Customers across ReSI Homes, spend time getting to know your Community, participate in scrutiny and service reviews, and take part in occasional training and development to deepen your understanding of our services and the housing sector.

Please note: This is a voluntary role. While a nominal fee and related expenses are paid for your commitment, it is not an offer of full-time or part-time employment – this will be discussed in more detail individually after shortlisting.