Customer Annual Report 2024/25
Respectful and helpful engagement
At Amplius, we believe that customers aren’t just stakeholders - they’re co-creators. We also believe that listening to customers is the best way for us to improve our services.
During the year, we continued to see great levels of engagement with customers, who helped us shape services, test policies and communications and let us know their thoughts on a number of key topics.
Legacy Grand Union customers could use Voice, a completely confidential and anonymous platform, to take part in surveys, online discussions and other activities.
Legacy Longhurst Group customers had The Hub, an online customer engagement platform where customers could have their say and contribute to engagement projects.
As always, this feedback was invaluable for us.
We also began working to bring our two legacy customer engagement offers together. We worked with customers, colleagues and key partners to create new ways to use your voice to make an impact.
Looking ahead, our aim is to involve customers and communities in shaping our services. We’ll have a number of different ways to get involved — from small, everyday actions to helping with big decisions.
Key metrics
Customer engagement between 1 April 2024 and 31 March 2025
601
Active members on Voice
2,132
Active members on The Hub
90
Combined engagement opportunities - polls, surveys, forums
5,391
Combined survey responses
Some of the key things we used the channels for during the year included: Testing merger letters This was to make sure the letters we were sending to customers were easy to understand. Testing policies This was to make sure our policies, including the variable service charge policy, were more user-friendly. Stock condition surveys Finding out what customers know about stock condition surveys and how they feel about them, so we could make sure our communication is clear and customers know what to expect during a survey.
Biodiversity Finding out what customers know about biodiversity, to show us how important biodiversity is to them. Shaping cleaning contracts We consulted customers on their preferences for a new cleaning specification and included them in selecting the providers. Damp and mould working group We completed a year of working with the group to improve awareness and resolve issues affecting customers, enabling them to stay well in their homes.
Satisfied that we listen to your views and act upon them
Tenants/specialist housing customers (LCRA)
Shared Ownership customers (LCHO)
Satisfied that we keep you informed
Tenants/specialist housing customers (LCRA)
Shared Ownership customers (LCHO)
Satisfied that we treat you fairly and with respect
Tenants/specialist housing customers (LCRA)
Shared Ownership customers (LCHO)
Transactional surveys
We also carry out transactional surveys with customers. These are a quick and easy way for customers to tell us about their experiences of our services, so we receive a lot of feedback.
20,218
Customer responses received through transactional surveys
Want to get involved?
Get in touch: GetInvolved@amplius.co.uk
You can also find out more about opportunities to use your voice to make an impact on our website.
Don’t forget to stay in the loop by following us on Facebook
