Customer Experience Group

Join our Customer Experience Group. It's an informal group that gives you the opportunity to get involved in shaping, influencing and improving the services we provide to you, our customer.

What’s involved?

We've launched our Customer Experience Group to make sure we’re understanding our customers’ needs and keeping them at the heart of all we do. We may ask you to:

  • Provide input and feedback about changes to our services
  • Attend focus groups
  • Complete surveys
  • Review written information that we produce for customers

We ask for feedback in various ways. It could be through a focus group, an online survey, or reading through documents we've produced. 

You can be involved as much or as little as you like, we’ll always give you the opportunity to give us your views. We strongly encourage a wide mix of customers to join the group so we can make sure all our customers’ views are represented. We want feedback from a diverse range of customers with different needs - we'll always make sure you can provide feedback in a way that's accessible to you.

Why get involved?

As a Group member you’ll:

  • Be involved in shaping services to make them better for our customers
  • Help us understand what’s most important to our customers
  • Receive feedback on how services have changed because of your involvement
  • Know that we listen to you and take your views into account

We're looking for your feedback on our services and processes to help improve them. It won't involve talking about, or taking action on specific issues relating to your home or other customers' homes. You'll need to contact us in the normal way for us to help you.

Here's what the Customer Experience Group have been up to:

  • Scored contractors on our key contracts including our gas services contract
  • Service standards - providing feedback through surveys and focus groups on what standard of service our customers should expect to receive
  • Customer Excellence Award - supported our application for the award by meeting with our assessor
  • Reviewed the Estates Service Standards to help us define what customers expect from our Estates Services


If you’re interested in joining the Customer Experience Group, or want to find out more, please fill in the form below to register your interest and we'll get in touch with you. Please note that you must be an mhs homes or Heart of Medway tenant to be able to join the Group.