Customer Connect

💬 What Is the Customer Connect Group?

The Customer Connect Group is all about improving how you connect with us.
By joining, you help shape the way we communicate and deliver services.

Why it matters:

We want our services to work for everyone. That means listening to real experiences and ideas from the people who use them every day—you.

What you can do:

  • Share your views and help shape the services you use
  • Join 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


🔍 Projects We've Worked On


💬 Chatbot Focus Groups – AskCiti Goes Multilingual

Why we did it:
We wanted to make sure AskCiti works well for everyone—whether you're using it in English or another language. To do that, we needed real feedback from real customers.

What we did:
We held two separate focus groups to help shape AskCiti before it went live:

1️⃣ Chatbot Testing Focus Group

Customers joined us in person to try out AskCiti and give feedback on how it worked.
They told us what was helpful, what was confusing, and what could be improved.
This helped us fix bugs, improve answers, and make the chatbot easier to use.

2️⃣ Chatbot Multilingual Focus Group

We invited customers who speak different languages to test AskCiti’s new translation feature.
They helped us:

  • Choose the most useful languages to include
  • Check that translations were clear, accurate, and easy to understand
  • Make sure the chatbot was accessible and helpful in their language

What changed:

  • We added the most requested languages
  • We improved the chatbot’s responses based on customer feedback
  • We made sure translations were tested and trusted by the people who use them

Why it matters:
AskCiti is now easier to use for more people, including those who prefer to speak in another language.
It’s available 24/7 on our website, and during office hours it can connect you to an advisor.


🛠️ Video Repairs Focus Group – Testing New Tech

Why we did it:
We’re trialling a new service where customers can speak to a repairs specialist by video—for things like leaks or heating issues.

What we did:
We invited customers to a 2-hour face-to-face focus group to test the system.
They made live video calls and gave feedback.

What changed:

  • We found a problem with Android phones not connecting properly
  • We fixed it before the service went live

Why it matters:
Testing with customers helped us spot issues early and make sure the service works smoothly for everyone.


🙌 Thank You for Being Involved

Whether you tested the chatbot, joined a focus group, or shared your ideas—you’ve helped shape real change.

Your feedback makes our services better, fairer, and easier to use.
This is just the start. We’ll keep working with you to build services that truly meet your needs.





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

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 improving how you connect with us.
By joining, you help shape the way we communicate and deliver services.

Why it matters:

We want our services to work for everyone. That means listening to real experiences and ideas from the people who use them every day—you.

What you can do:

  • Share your views and help shape the services you use
  • Join 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


🔍 Projects We've Worked On


💬 Chatbot Focus Groups – AskCiti Goes Multilingual

Why we did it:
We wanted to make sure AskCiti works well for everyone—whether you're using it in English or another language. To do that, we needed real feedback from real customers.

What we did:
We held two separate focus groups to help shape AskCiti before it went live:

1️⃣ Chatbot Testing Focus Group

Customers joined us in person to try out AskCiti and give feedback on how it worked.
They told us what was helpful, what was confusing, and what could be improved.
This helped us fix bugs, improve answers, and make the chatbot easier to use.

2️⃣ Chatbot Multilingual Focus Group

We invited customers who speak different languages to test AskCiti’s new translation feature.
They helped us:

  • Choose the most useful languages to include
  • Check that translations were clear, accurate, and easy to understand
  • Make sure the chatbot was accessible and helpful in their language

What changed:

  • We added the most requested languages
  • We improved the chatbot’s responses based on customer feedback
  • We made sure translations were tested and trusted by the people who use them

Why it matters:
AskCiti is now easier to use for more people, including those who prefer to speak in another language.
It’s available 24/7 on our website, and during office hours it can connect you to an advisor.


🛠️ Video Repairs Focus Group – Testing New Tech

Why we did it:
We’re trialling a new service where customers can speak to a repairs specialist by video—for things like leaks or heating issues.

What we did:
We invited customers to a 2-hour face-to-face focus group to test the system.
They made live video calls and gave feedback.

What changed:

  • We found a problem with Android phones not connecting properly
  • We fixed it before the service went live

Why it matters:
Testing with customers helped us spot issues early and make sure the service works smoothly for everyone.


🙌 Thank You for Being Involved

Whether you tested the chatbot, joined a focus group, or shared your ideas—you’ve helped shape real change.

Your feedback makes our services better, fairer, and easier to use.
This is just the start. We’ll keep working with you to build services that truly meet your needs.





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

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.

    Can You Try Our Chatbot in Amharic, Arabic or Polish?

    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 Chatbot Focus Group 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.

    Join the Telephony Focus Group

    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 Telephony Focus Group 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.

    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)

  • CLOSED: This survey has concluded.

    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.