We’re always looking for ways to bring people closer together and make communities feel more connected. One idea we’ve been looking at is setting up a scheme of community champions who are local people who already live in our communities and could help build a stronger link between customers and us, creating more chances to have a say and shape the services that matter.
It felt like a great idea, but before doing anything, we wanted to make sure it was right. That meant being open and honest and involving both customers and frontline colleagues in the process. We didn’t want to guess what might work, we wanted to ask.
To help us do that, we used “Game of Homes”, a board game designed especially for the housing sector to get people talking, listening and sharing ideas. It’s a fun, interactive way to explore real-life scenarios and spark conversations that lead to genuine change.
The session involved a mix of activities and open conversations. Everyone had a chance to share their thoughts whether they were a customer or a colleague and it really felt like we were all working towards the same goal.
So, what came out of it?
Lots of ideas, for a start. Some really thoughtful conversations about how we’d keep community champions safe, and what kind of support they’d need. There was also a big focus on how senior leaders could help get the idea off the ground and keep it moving.
One activity asked everyone to imagine what a perfect version of this idea would look like and what stood out was a real sense of togetherness. It was great to see that both customers and colleagues saw this as more than just a way to ‘fix’ problems. It’s about connection, community and creating something positive.
The top three ideas we’re developing:
- Creating a clear role profile so champions know what they are (and aren’t) expected to do
- Setting out what support they’ll get, so everyone feels backed, and colleagues can get on board too
- Designing a training package that builds confidence and encourages ongoing learning
Here’s what one customer said after the session:
“I just wanted to take a moment to thank you both for such an incredible, informative, and productive day. It was not only a great opportunity to collaborate, but also a fantastic learning experience – hearing everyone’s insights and perspectives was truly valuable.
Moving forward, it feels like we’ve laid a solid foundation for our customer engagement champion framework. I’m excited to see how we can continue to build on this and bring our ideas to life.”
Our community independence manager Georgina said:
“It was really good to spend some time with our customers and get their perspective, because it’s all well and good us making decisions, but we need to know what our customers think first.”