In 2024, Moat launched a customer-led Impact and Action Group. Led by me and six other Moat customers, your Impact and Action Group will directly influence the future of Moat and how they deliver their services. We’ve been carefully selected to create meaningful change together. Like you, we all live in Moat homes across different tenures, and we’ll be using our diverse experiences and skills to improve services and enhance customer experience.
Find out more about me below, and how the group will be working together to ensure your voice shapes the communities we all call home.
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I’ve been a Moat customer for a few years and wanted to be more involved with Moat, so this opportunity was perfect, especially as it matched with a lot of my skills and experience. I wanted to know more about how Moat worked and be involved in any upcoming change. The position worked well for me as I have worked on housing issues such as affordability and wanted to use that knowledge, combined with my experience of being a Moat customer to improve the service for customers.
The customer is the centre of all of Moat’s services and those of us who live in Moat homes have first-hand experience of services, challenges and needs of customers. Customer’s experiences provide insights that may not be considered from the perspective of those who don’t live in a Moat home. Because the group is led by customers and works with the Board, it means that decisions are made with a strong understanding of what truly matters to customers, rather than by those who do not directly experience the services.
A customer-led approach can make sure that services are designed in partnership with those who use them. For example, looking at the way Moat delivers services such as repairs and feeding back into these services but also working with Moat and contractors to deliver a service that is effective, practical and responsive to their needs. It also builds trust as customers feel valued and listened to rather than simply consulted.
Moreover, involving customers ensures that services work for those they are meant to serve, rather than being dictated solely by organisational priorities. Ultimately, a customer-led group ensures that social housing is not just about creating homes, but communities that meet the needs of those who live in them.
The group is relatively new, and we are still deciding our priorities in full, but there are some areas, that, through looking through customer satisfaction reports, listening to neighbours, and through our own experiences that have become apparent. For examples, and no surprise to anyone, repairs and complaints. As we go through, we have been considering other issues such as shared ownership and anti- social behaviour. And as things change, we’ll be responsive and adapt this list.
The group does not work in isolation, our plan throughout our term is to work with other customer groups and incorporate their recommendations and feedback into our work. Moreover, as customers we can communicate what is happening in our homes and estates. As a group we represent the full range of tenure that Moat has and some of us are deeply involved in our communities and with other Moat customers, so between the formal mechanisms for sharing feedback and this, we will, hopefully be able to represent Moat customers and ensure that their voices are heard.
Over the next year, I would like to get to know the group members a bit more, as I think having a strong understanding of each other and our strengths means that we could be effective. As a group it would be impactful if we could really drive change in one of Moat’s poorer performing services and show the value of customer led involvement that could shape Moat’s approach in future.
Being asked to be the chair, was the furthest thing from my mind when I applied for the role. Initially I was just hoping that from my work skills and experience I could be a critical friend to Moat. The most valuable experience I have brought, would probably be the relationship management of high level and varied decision makers that I do in my day job which has given me the experience of coordinating and understanding different perspectives, and making sure everyone is heard. In most of my work with Moat, I find myself relying on this a lot!
As Moat customers, we are the ones who live in these homes and communities every day, so our experiences, ideas, and feedback should shape the services we receive. Speaking up and getting involved isn’t just about raising concern but constructively working with Moat to deliver, the best service, (within reason) that they can. Sharing your views, whether through surveys, meetings, or customer led groups such as scrutiny committees can help create a more responsive housing association.
