Listening to customers and acting on their feedback is really important to us - by understanding your needs we're able to create services that work for you. This is why we've introduced 'close the loop' which is designed to do just that.
Each month, on the anniversary of when they joined SNG, we send a survey to customers asking them to rate us, and tell us what they think we can do to improve - either in their neighbourhood, or across SNG as a whole.
If you haven't received a survey yet but would like to give us some feedback, please email contact@sng.org.uk.
Below you can learn about some of the things we've done as a result of your feedback.
Taking SNG’s Customer Engagement show on the road
Over the past few months, we’ve been out on the road, bringing our teams closer to the communities we serve. We hosted nine roadshows across our areas where we manage homes, from Oxfordshire down to the Isle of Wight, creating spaces for meaningful conversations and practical support.
The response was incredible - over 300 customers attended these events, engaging with SNG colleagues and our partners. We were proud to collaborate with 30 organisations, who joined us to provide advice and guidance on everything from financial wellbeing to energy efficiency and several SNG Board members also hit the road to have conversations with our customers.
- Sustainability matters: 12 young people completed our Sustainability Quiz, and more than 6 adults expressed interest in joining our Sustainability Thematic Group.
- Youth Voice: 6 young people showed enthusiasm for shaping the future by joining our Youth Voice Group.
- Digital engagement: 79 customers signed up to our Engage platform - 10 under 25, 46 over 25, and 8 with unknown dates of birth - helping us build stronger digital connections.
- Employment support: 7 attendees were referred to our Employment and Skills Team for tailored advice and guidance.
One of the most powerful moments came when a customer reached out for help during a roadshow. Our team sprang into action, providing:
- Installation of a shower curtain to help bathe her children
- An income maximisation appointment
- An energy assessment
- A digital equipment grant
- A £100 Helping Hands voucher and an air fryer
- An Employment and Skills appointment
Due to customer feedback at our events, we are also now working with us to set up a wellbeing group in Slough and a toddler group in Westbury following our consultation finding that there was little opportunity for young children to play in the community.
This is what our roadshows are all about - being visible, accessible, and ready to make a tangible difference in people’s lives.
Feedback from attendees has been overwhelmingly positive. Customers appreciated the chance to meet SNG colleagues face-to-face, ask questions, and access practical support in one place. Many said they felt more connected and informed about the services available to them.
Our commitment to customer engagement doesn’t stop here. We have exciting future plans, including:
- More time in communities: The launch of The Big Community Conversation series – bringing staff volunteers from across SNG out into our communities every month.
- Thematic groups: Opportunities to join groups like Youth Voice, Sustainability, Building Safety, Reading, and more.
- Digital engagement: Expanding our Engage platform for feedback, surveys, and relationship-building.
- New initiatives: Launching Turning the Key and the SNG Podcast to share stories and updates.
- …and many more ways for customers to have their say and shape our services.
At SNG, we believe engagement is about partnership, visibility, and action. Thank you to everyone who joined us at the Roadshows - we look forward to continuing this journey together.
Find out what we've done in your local area this year
You said:
There are concerns about drug activity and violent crime in some estates.
We did:
We've opened a number of ASB (anti-social behaviour) cases, escalated our concerns to the Council, and are working with partner agencies to crack down on ASB activities. This work includes the recent launch of the Christchurch Intel Meeting - to improve data sharing and collaboration to effectively deal with high-risk cases in the area.
You said:
I’ve lived here for 28 years and have never seen the dumping of unwanted items so bad.
We did:
Colleagues from across SNG spent the day at the estate mentioned, meeting with the Police and Ward Councillor, talking to customers and clearing rubbish from hot spot areas.
You said:
More privacy is needed in our communal garden.
We did:
SNG supported customers at Selkirk Court to plant a hedgerow spanning the length of the garden and providing screening from the road. A communal garden shed, tools and plants were also added to help with this growing communal garden.
You said:
We need more activities and events to support the community.
We did:
SNG is supporting Brockworth Link Community Centre to run a range of sessions for younger residents in the community. A Play Gloucestershire youth bus is running across three SNG communities, we ran a Litter Lotto prize waste initiative in Charlton Hayes, and organised a community day in Ashley Court Community.
You said:
We need more youth activities in Bristol.
We did:
SNG has partnered with three other housing associations to match the £19,000 raised to support Young Bristol's innovative Youth Club on Wheels project. This a new mobile youth service which works with young people over 8 in hard-to-reach areas of the city and rural areas where there are currently little to no services for young people to interact, engage, and enhance their skills.
You said:
Customers at one of our schemes of flats were suffering high levels of ASB (anti-social behaviour) and there were concerns about safeguarding.
We did:
SNG's Locality team, supported by partners from Community Payback 
, spent the day at the scheme completing repairs, providing debt and rent advice, landscaping gardens and talking through ASB concerns. A skip was also provided for customers' unwanted items.
You said:
There is deprivation in the area that goes unnoticed.
We did:
We hosted a successful Partnership Day with local voluntary agencies to get an understanding of the issues they felt need to be addressed in Dorset. Working together, we identified opportunities to improve how community services are delivered, to improve joint funding bids for the area, and support the voluntary sector itself.
You said:
Ryde and East Cowes could do with a tidy up.
We did:
Our Isle of Wight Locality team and Communities team worked in partnership to deliver five Mini-Spring Clean Up Days in Ryde and East Cowes.
You said:
More affordable housing is needed on the Island.
We did:
Our new development at Horsebridge Hill will deliver 131 much needed new affordable homes and will pave the way for future schemes on the Island. Find out more about the homes.
You said:
There was unease in the Nightingales Estate community about drug-related youth crime.
We did:
We secured £229,000 Home Office funding from Safer Streets for the estate. The funding will be used to provide new CCTV cameras, Neighbourhood Guardians, weekly outreach youth work and community clean up days.
You said:
Families need more support to sustain tenancies and reduce the risk of homelessness.
We did:
We have jointly funded a Family Support Worker post with West Berkshire Council, as part of our Supporting Families programme.
You said:
Rough sleepers and drug users were causing damage to The Warehouse in Slough, causing problems for customers.
We did:
We have installed high specification access doors and employed a security company to manage the property 24/7.
You said:
We need more community events to share our views with SNG.
We did:
We organised a community engagement event at The Hollies, giving customers the opportunity to share their views, concerns, and suggestions, often through surveys or open discussions. Among the subjects discussed was grounds maintenance. This was followed by a session where customers were able to question SNG colleagues and partnership agencies about the things that matter to them. It was also a great opportunity for customers to meet their neighbours!
You said:
There aren't enough activities for older children at Lordshill.
We did:
We've worked with Southampton City Council and other partners to secure external funding to improve the local park adjacent to the estate. A new multi use games and exercise area will be installed over the next 6 months, and available for our customers to use.
You said:
More community togetherness and a better living environment is needed at Knightstone Grange to reduce anti social behaviour and make us feel safer.
We did:
SNG is working with Handy Trust, Family Matters, Itchen College, the local Parish Council, and the Police on a project to address customers' concerns. These include; community engagement listening events, installation of extra CCTV, regular detached youth work, parenting support, regular foot patrols by Parish Council officers, and the installation of a community notice board. It all started on 29 October with a Community Clear up and Activity day.
You said:
Refuse collectors were refusing to empty the bin stores at three blocks of flats due to the condition of the bin stores and rubbish in these.
We did:
SNG colleagues cleared and disposed of the existing rubbish, then Locality Officers started visiting the flats on bin collection day - to make sure the bin stores were tidy so the rubbish could be collected. This has had a great impact and rubbish is now being collected regularly.