Customer Connect

💬 What Is the Customer Connect Group?

The Customer Connect Group is all about how you connect with us. By joining, you’ll help us improve the ways we communicate and deliver services.

Here’s what it’s all about:

  • A chance to share your views and help shape the services you use
  • Take part in focus groups, surveys, and feedback sessions
  • Help us understand what’s working and what needs to change
  • Be part of real improvements that make a difference

📞Current Project

Help Us Improve Your Call Experience

We're currently reviewing the messages you hear when you call our Customer Experience Centre, and we'd love to hear your thoughts. Your feedback will help us make your experience even better!

Take a moment to complete our quick survey below and let us know what you'd like to hear when you call. It will only take a minute, and your input is invaluable to us!

🔍 Projects We've Worked On

💬 Chatbot Focus Group

We ran a face-to-face focus group to test our new chatbot before it went live.

  • Customers tried the chatbot and gave feedback on what worked and what didn’t
  • The feedback helped us fix problems and improve the chatbot
  • This showed how important it is to involve customers early on

🛠️ Video Repairs Focus Group

We also tested a new video repair service, where customers can connect with a specialist for certain repairs, like leaks.

  • Customers joined us for a 2-hour face-to-face Focus Group
  • They made live test calls to try out the system
  • Thanks to their feedback, we found an issue with Android phones not connecting properly
  • We fixed the problem before the service went live, making sure the process is smooth for everyone


Thank You for Being Involved 🙏

Whether you helped test the chatbot, suggested a name, or joined a Customer Connect session, you’ve made a real difference.

This is just the start. There’s more to come, and we’ll keep working with you as we build better services together.

Got questions? We’d love to hear from you!







🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉

Treasure Hunt clue

Well done, you've found me!!!

The first part of the mystery answer is: A GOOD HOME

Clue 2:

"Visit our site, don’t delay, Click the Community page today. Local Events are calling you near, Fun awaits—get over here!

🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉

💬 What Is the Customer Connect Group?

The Customer Connect Group is all about how you connect with us. By joining, you’ll help us improve the ways we communicate and deliver services.

Here’s what it’s all about:

  • A chance to share your views and help shape the services you use
  • Take part in focus groups, surveys, and feedback sessions
  • Help us understand what’s working and what needs to change
  • Be part of real improvements that make a difference

📞Current Project

Help Us Improve Your Call Experience

We're currently reviewing the messages you hear when you call our Customer Experience Centre, and we'd love to hear your thoughts. Your feedback will help us make your experience even better!

Take a moment to complete our quick survey below and let us know what you'd like to hear when you call. It will only take a minute, and your input is invaluable to us!

🔍 Projects We've Worked On

💬 Chatbot Focus Group

We ran a face-to-face focus group to test our new chatbot before it went live.

  • Customers tried the chatbot and gave feedback on what worked and what didn’t
  • The feedback helped us fix problems and improve the chatbot
  • This showed how important it is to involve customers early on

🛠️ Video Repairs Focus Group

We also tested a new video repair service, where customers can connect with a specialist for certain repairs, like leaks.

  • Customers joined us for a 2-hour face-to-face Focus Group
  • They made live test calls to try out the system
  • Thanks to their feedback, we found an issue with Android phones not connecting properly
  • We fixed the problem before the service went live, making sure the process is smooth for everyone


Thank You for Being Involved 🙏

Whether you helped test the chatbot, suggested a name, or joined a Customer Connect session, you’ve made a real difference.

This is just the start. There’s more to come, and we’ll keep working with you as we build better services together.

Got questions? We’d love to hear from you!







🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉

Treasure Hunt clue

Well done, you've found me!!!

The first part of the mystery answer is: A GOOD HOME

Clue 2:

"Visit our site, don’t delay, Click the Community page today. Local Events are calling you near, Fun awaits—get over here!

🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉 🎉

  • CLOSED: This survey has concluded.

    Register for The Customer Connect Project

    Please complete the form below to register your interest in joining the Customer Connect Project.

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to contact you about joining the Customer Connect Project. The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)

  • CLOSED: This survey has concluded.

    Help us name our new website chatbot! Tell us which name you prefer.

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to name our new chatbot. The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)

  • Telephony survey

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to review our telephony messages. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more. 

    Take Survey