Involving our customers in what we do is really important to us.

We aim to make it quick and easy for you to have your say on what matters most and our approach to engaging with our customers make sure we are always on, always listening

Customer consultation

Customers living in Kings Lynn and North Norfolk will have recently received a letter proposing to transfer the day-to-day management of our North Norfolk and Kings Lynn properties from Flagship Homes to Victory Housing Trust.

 

Your feedback is important to us and we want to hear from you, to help shape and inform our future offers.

We would really like your thoughts and opinions on the proposals as well as any ideas on how we can make the most of the opportunities it offers.

We have set up a dedicated email inbox to answer your queries:

CustomerEngagement@flagship-group.co.uk

Customer Operations Group

Our Customer Operations Group (COG) scrutinise and improve the way we work and influence the decisions made by our Board. It is made up of six Flagship customers and four members of staff.

Spotlight

Spotlight allows us to the opportunity to engage with our customers in their local area on a two-way, demand led basis. The demand can be requested from customers or by Flagship staff working within the local community who identify a concern and utilize an engagement event to see how we can improve our services in the local community.

Spotlight on: Wickham Market

On 28 January, we held an event at Wickham Market Village Hall for customers to come and have a chat about disability benefits, tips on saving money on fuel and advice for those thinking about moving home.. The event was held in conjunction with the Rural Coffee Caravan, East Suffolk District Council and Home Group,who came along to offer advice to our customers.

After the event we had positive feedback from customers who said they found the mix of advice very useful. Several customers enjoyed the disability advice service table and one was even recruited to do voluntary work with them.

Well done to Mike, a resident of Richard Kitson Court who won the raffle prize.

Spotlight on: Newmarket Market

On 10 December, we had a stall on the Newmarket High street, so that customers and stakeholders across Newmarket had the opportunity to meet colleagues from Flagship & Gasway.

We met about 40 customers as well as members of the public along with the deputy mayor for Newmarket! We were presented with a wide range of questions and completed nearly 30 surveys.

Customers were generally really positive about where they lived and the services provided by Flagship.

We will be looking to run this event again, as well as doing this on some of our estates so we have an on-site presence.

We will be sending the love to shop voucher to the winning customer in the new year.

The Platform

The Platform is a place where you can digitally share your views and opinions and tell us what matters to you via online surveys.

We will use your comments to help shape services from your perspective, always striving for outstanding customer service in everything we do.

And if you’ve signed up, each time you complete a survey you’ll be entered into a prize draw to win great prizes – what could be simpler?

Commitment to improving customer involvement

We are proud members of customer engagement experts TPAS who help us improve how we involve our customers and the wider community.

Membership means we have access to additional support and advice so by increasing our skills and knowledge we will be able to raise our engagement standards. This reinforces our commitment of giving you the opportunity to influence our work so that we can continually improve the services we offer.

Find out more and join as a tenant here for access to resources and member benefits.

Your Feedback

Your feedback is very important to us and helps us to improve our systems and services. Find out how your feedback has changed what we do.

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