The Engagement podcast
Turning the key at SNG is about bringing people together. We sit down with customers and colleagues to share stories, listen and learn from one another. Opening doors to better understanding and building stronger connections - Listen now!
Episode preview
Episode Two: A customers’ seat at the table
In Episode Two, we’re handing the spotlight to Princess Fortes, a social housing customer and valued member of SNG’s Customer Influence Panel (CIP).
Princess shares her powerful journey — from lived experience as a resident, to sitting alongside senior leaders, influencing policy, and helping shape the future of customer voice at SNG.
Hosted by Phoebe Newton, this episode offers a rare look through a customer’s eyes at:
- What it really feels like to sit at the table with the CEO and Executive Team
- How lived experience drives meaningful change
- Why resident insight became essential after Grenfell
- How customer-led challenge improves services, safety, and accountability
Alongside Princess, Engagement Specialists Tracy and James help bring context to how SNG involves customers — through panels, thematic groups, digital engagement, and community events — but throughout the conversation, Princess’s perspective leads the way.
This episode is an honest, human reminder that the future of social housing depends on one thing:
putting customers at the heart of decision-making, not on the sidelines.
In our first episode of Turning the key at SNG, we’re starting with the basics - who we are, what we do, and why it matters. Host Phoebe, who’s both an SNG colleague and customer, sits down with Ellie Cutler from our Social Value team to chat about how SNG came to be, what’s changed since our merger, and how our new locality model is bringing us closer to customers.
Together, they explore what makes a home more than just bricks and mortar — it’s about people, community, and connection. If you’ve ever wondered who’s behind SNG and how we’re working to make housing more personal and local, this episode is a great place to start.
New episodes to be released at the end of every month.
Podcast information
Your voice. Your stories. Your community.
Turning the key at SNG is our brand-new podcast designed with you in mind. It’s a space where we share updates, answer your questions and explore the issues that matter most to our customers. Our goal is simple: to be open, accountable and empower you to have a real voice in how SNG operates.
Why listen?
- Transparency: We’ll give you clear updates on policies, changes in regulations and our long term plans. You’ll know the reasoning behind our decisions, straight from the source.
- Accountability: Hear directly from our colleagues and fellow customers as we discuss projects, bust myths, answer your questions and tackle concerns together.
- Customer Influence: Your voice is at the heart of this podcast. You’ll have opportunities to submit questions and share your experiences and feedback.
Hosts and guests
Left to right: Princess, James, Phoebe, Tracy
Princess Fortes – Customer & CIP Member
Princess is a London based SNG customer and a dedicated member of the Customer Influence Panel (CIP). Driven by her own experiences as a customer, she joined the panel to ensure customer voices are not only heard but acted upon at the highest levels. With a background in social work; including supporting families affected by the Grenfell tragedy, Princess brings insight, empathy and lived experience to every discussion. She plays a vital role in shaping policies, influencing strategic decisions and championing dignity, safety and respect for all customers.
Tracy Hanks – Engagement Specialist
Tracy has worked in housing for over 11 years, beginning her journey at former Network Homes. She has supported a range of resident groups, including scrutiny, mystery shopping, youth engagement and thematic work. Today, she works across the London and Hertfordshire localities, building trusted relationships with customers and facilitating meaningful conversations within communities. Known for her warmth, honesty and hands-on experience, Tracy is passionate about making sure engagement is never a tick-box exercise, but a genuine partnership with our customers.
James Taylor – Digital Engagement Specialist
With over 20 years in social housing, James brings a deep sector knowledge and a strong commitment to customer involvement. Covering the Isle of Wight locality and leading engagement for SNG’s older persons schemes, he supports residents both in person and online. James has played a key role in the evolution of customer voice, by introducing Engage – a digital platform which allows customers to feedback at a time and place that suits them. He is dedicated to making engagement more accessible, inclusive and meaningful for all customers.
Host – Phoebe Newton
Phoebe is both an SNG customer and a member of the Engagement Team, giving her a unique perspective on life in our homes. Having lived in her current home for three and a half years, she understands the challenges, frustrations, and little wins of everyday life as an SNG customer. As producer of Turning the key at SNG, Phoebe ensures each episode is grounded in real customer experiences. Her goal is to create a space for open, honest conversations between customers and colleagues, helping to build a stronger, more connected community.
Guest – Ellie Cutler
Ellie’s journey with SNG began long before her first day at work; she grew up in an SNG home, where her parents still live today. Starting her career as a temporary administration assistant in our Gas Team, Ellie has now been with the business for nearly seven years - almost all of her adult life. Over that time she’s held a variety of roles across multiple different teams, enabling her to build strong connections and relationships with her colleagues across SNG as well as external stakeholders, suppliers and community organisations. Her experience gives her a unique, well-rounded view of the organisation, that has supported her to grow immensely - both professionally and personally - along the way.
Now one of SNG's Social Value Specialists, Ellie is passionate about making meaningful, lasting impact through our work and relationships. As the first guest on Turning the Key at SNG, Ellie shares her story, her insights, and her deep understanding of who SNG is - not just as a housing provider, but as a community of dedicated people working together to build thriving communities over generations. That's what its all about for her. And SNG.