How our customers have
helped make a difference

Your feedback’s already making a big difference at Guinness.

Customer being filmed at service style event

Here's the projects we've involved you in

We’ve held some fantastic involvement opportunities with our customers including four procurement panels involving our customers to help choose our new gas, estates, planned maintenance and electrical security national contracts.

We’ve run co-creation sessions with colleagues and customers to help us develop our Customer Liaison Service.

Customers have been involved by testing MyGuinness, our digital services offer for customers. Customers also worked with us to identify the elements of our self-serve facility within our housing systems and the design of the repairs diagnostic tool.

We’ve run a number of customer consultations, working with our customers to seek their views on window cleaning, transferring their home to a new landlord, new communal flooring, improvements to their block and how we engage with them.

We held three workshops in April 2018 to discuss social housing and its future. Workshops took place in Salford, London and Bristol. The outcome of these workshops helped shape Guinness’s response to Shelter’s commission on the future of social housing, as well as informing our approach to the Social Housing Green Paper consultation later in the year. We then held three workshops in October 2018 in Sheffield, Milton Keynes and Crewe when the Government published their major consultation document, the Social Housing Green Paper

We have a Service and Performance Committee who scrutinise and give assurance on all aspects of service consistency in customer-related areas for all tenants and leaseholders. This includes ensuring that at Guinness we set effective arrangements for getting feedback from customers as well as involving customers in decision making and scrutinise our performance.

We have created our Service Standards so you know how we’re performing and we want you to tell us how we can improve.

We’ve put together a Guide to Setting up a Residents Group for our customers who would like to set up a Tenants and Resident Association.

However you choose to contact us – by logging onto MyGuinness, by email, phone or when we pop round to make a repair – we strive to deliver a great service.