Customer Engagement

The Guinness Partnership believes that by working together with customers we can really make a difference to your neighbourhood and your home.

Lorraine Vivian, a resident from Newcastle who chairs the North East Customer Panel tells us "as a group we have secured a Service Level Agreement so that all Guinness Trust residents in the North East know exactly when the grass is being cut and the litter picked. Every member of our group is involved in some monitoring of the contractors who deliver these services."

Winnie Walton, a resident in Norfolk comments "although they only have a few properties in Salthouse, Guinness has really got involved with the community here. The Can Do Investment Fund works with the whole village and already all the children are benefiting from the project."

So get involved - tell us what you think; tell us what you need; tell us how we can make things better for you.

We use three terms to describe our work with customers: resident involvement, service user involvement and community investment:

Resident Involvement - is about giving choices and encouraging residents to have a say in how their homes are managed.

Service user involvement is about working with those who receive a service, but may not be a resident (e.g. someone who receives floating support or domiciliary care).

Community Investment - is about working with and empowering communities to help residents improve their quality of life.

There are a wide range of opportunities available for you to become involved, make decisions and influence services. These can be at local regional or national level so you can choose the level of involvement that is right for you. Also you can choose the way you take part - some opportunities involve visits, some involve meetings, some you can do from home, some involve using a computer, some involve getting out in to the community talking to people and even getting your hands dirty - you choose what works for you.