16 June 2026
Summary: Our refreshed Customer Voice Framework will work to embed customer voice at the heart of all our services.
Today we have published our new refreshed Customer Voice Framework, setting out how resident feedback will shape services, policies and decision-making over the next four years.
The framework has been developed with residents, with almost 1,000 people sharing their experiences, ideas and priorities to help shape the final approach. This feedback highlighted a need for clearer evidence of how resident views lead to action, more inclusive opportunities to get involved, and stronger local engagement.
In response, the new framework introduces a range of improvements designed to make it easier for residents to have their say and influence change. This includes new resident Networks and Forums, offering more flexible and accessible ways for people to engage, alongside strengthened structures to ensure feedback is consistently turned into visible outcomes.
A key focus of the framework is moving beyond listening alone, with a clear commitment to acting on feedback and demonstrating impact. It also places greater emphasis on reaching a broader and more diverse range of residents, ensuring that voices from across communities are heard and reflected in decision-making.
The Customer Voice Framework aligns with MTVH 2030, our new strategy, and will be delivered through ongoing collaboration between residents and colleagues.
Read the new framework here