Your voice matters – there’s lots of ways to get involved

We believe that the best decisions are made with our customers, not just for them. That’s why we’ve created our Customer Engagement Framework – a clear guide showing how you can get involved and how we’ll listen, act, and improve.

Tenant Satisfaction Measures survey

From 1 - 22 July 2026, you may be asked to take part in our Tenant Satisfaction Measures (TSMs) survey. This is your chance to tell us what you think about our services. You'll be contacted by one our research partners: The Harris Poll by email using alliance.homes@harrispollsurvey.com or by phone from PFA Research.

Find out what customers told us in our last surveys and the changes we've made as a result.

TSMs results 2025-26

What is the Customer Engagement Framework?

Our Customer Engagement Framework outlines all the different ways you can have your say and influence the services that matter to you.

It was created alongside our customers and focuses on making involvement meaningful and accessible. You told us you want to know that your feedback is listened to and used to improve things. The Customer Engagement Framework reflects our promise to:

Be open, transparent and inclusive
Make engagement easy and meaningful
Act on what we hear.

Ways to get involved

Whether you prefer filling in a short survey, joining a community group, attending a local event, or getting into the nitty-gritty of shaping our services, we’ll make it easy, flexible, and inclusive.

We’ll keep you informed, show you what’s changed based on your input, and support you to get involved in a way that works for you. Whether you want to get stuck in or just take part now and again, there’s a way to join in. Check out all the ways to get involved below.

Privacy and participation

By getting involved, you agree to our use of your information as outlined in our Privacy Notice. You may also be asked to take part in photography, but we’ll always request your consent first.

Read our Customer Engagement Framework

For more information about our approach and commitments, you can view and download our Customer Engagement Framework here.

Need this document in a different format? Let us know by calling us on 03000 120 120

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Customer Engagement Framework

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Rachel And Sophie Customer Engagement Team

Meet the Customer Engagement team

Say hello to Rachel and Sophie

Rachel and Sophie are here to make sure your voice is heard at Alliance. They create opportunities for customers to share feedback and help shape the services we provide.

They run regular customer panels, organise focus groups for projects, and connect with people through community catch-ups and pop-up events. By working closely with our customer volunteers, they help us understand what matters most to you.

If you’d like to have your say and find out how you get involved, get in touch with the Customer Engagement team.

Email the Customer Engagement team

Service Standards

Customer engagement

We will:

Offer multiple ways for you to get involved, making sure your voice is heard at all levels of the organisation. Please see our Get involved webpage for the latest information.
Make sure everyone has a fair and equal opportunity to take part.
Pass all agreed suggestions for improvement to the right Business Lead to review and answer within 10 working days.
Keep you informed about how your involvement has influenced decisions and made a difference, through our InTouch newsletter, You said, we did webpage, and Buzz from Hive newsletter and webpage.