Influencing the decisions we make

Your voice is at the heart of everything we do. By working together, we review and implement changes that make our services better for everyone.  
 
Here’s how your feedback influences decisions at every levels: 

  • The customer voice is heard through customer feedback, consultation and insight and engagement.
  • We act and deliver change through service improvements, policies, strategies and our corporate plan.
  • Customers scrutinise, challenge and support the work we do through our National Residents Group (NRG), which is customer led and are empowered to commission scrutiny exercises. Wider customer scrutiny is carried out at task and finish and service review groups.
  • Assurance and decision making from the Muir Group Board and Group Customer Services Committee (GCSC), with various opportunities to hear your voice through #TheBigChat every three years, plus complaints, compliments and customers stories.
  • We keep you informed about the decisions we make through our Get Involved Framework, so you always know the impact of your voice.

Customer Voice - Influencing framework

To chat with us about getting involved, call us on 0300 123 1222 or submit your enquiry here: General Enquiries Form | Muir Group Housing Association