Ways to get involved and have your say
We invite all customers to share ideas, give us feedback and get involved in their community. Have a look around these pages, follow the links and get in touch if you would like to be more involved or have an idea to share..
Engagement Panel
Our most involved customers are on the Engagement Panel that has two tiers of members:
- Core members: Customers that choose a topic or area to focus on every quarter and carry out a review of how Brighter Places is performing and suggest recommendations to improve. They are involved on a more regular basis and dedicate their time to this regular volunteer work.
- Peripheral members: Customers that Brighter Places contacts on an ad-hoc basis to get their views on things like a planned communication, policy reviews or changes to services. They contribute flexibly, based on their interests and availability.
The Engagement Panel’s current area of scrutiny is: Communication / Ease of Access.
Contacting Brighter Places should be easy, without feelings of anxiety. Call backs should be made when promised, emails responded to and updates given when repairs aren’t fixed on the first visit. Members want to explore how equity, diversity, and inclusion is considered so that there no barriers to accessing and everyone can be heard.
If you would like to join the Engagement Panel or just want to share your thoughts on their latest area of focus then please contact Pete, the Engagement Panel Chair, on panel.chair@brighterplaces.co.uk
Customer-led virtual kitchen tables
In September 2025, our Engagement Panel invited all customers to attend an online virtual kitchen table event. The conversation was led by the customers online and their feedback was shared with Brighter Places to drive forward positive change.
Focus groups
One-off events where customers are invited to share their views in person or online about a specific topic. Their feedback is used to improve services. Recent focus groups have included the “Every Customer Counts” sessions held in Spring 2025 and the “Culture” sessions held in Spring 2026.
Community events
In person events in our communities. There is free fun for all the family, plus customers can meet Brighter Places colleagues and contractors and give their feedback on our services. Events are being held in several Brighter Places communities during spring and summer 2026.
Satisfaction Surveys
We regularly contact customers to gather their views via telephone and online surveys. This might be through:
- our independent partner, Acuity, who contact customers every month after they have received a service from us (e.g. recently moved home, had a repair, reported ASB or made a complaint)
- via ad-hoc surveys about a specific topic, such as the Grounds Maintenance & Communal Cleaning surveys in Spring and Winter 2025.
Give us feedback
Use our feedback form to make comments and suggestions or to make a complaint.
Contact our engagement team
We have a great team of colleagues who work closely with residents to improve services, build community links and create positive change.
PLUS we offer you great support
We make sure that you can access the support you need to create changes that will make a difference to your neighbourhood and community. Here are some examples of what this might be.
- Share your views on a service or policy – this could be by taking part in a consultation
- Give us feedback on repairs, cleaning and ground maintenance
- Suggest an estate improvement or organise a community activity or event
- Join a project group to look at a specific service change you think is needed
The difference engaging and listening makes
Listening to customers is vital in helping to improve services and engagement activities are a great way to gather their feedback and ideas.
Customer feedback has led to a variety of improvements, including:
- better communications about service charges
- a review of rent letters
- to a risk-based approach to estate inspections
- more information to help reduce fly-tipping.
We will share details of upcoming focus groups, virtual kitchen tables and community events here plus details about what the Engagement Panel are currently focusing on.