Listening to customers and acting on feedback is an important part of how we improve our services. By understanding what's working well and where we can do better, we can make changes that matter most to you.
We gather feedback in lots of different ways throughout the year, including surveys, customer forums, community events, scrutiny activities, complaints and compliments. As part of our ‘Close the Loop’ programme, we contact customers on the anniversary of joining SNG and ask them to complete a survey.
Every piece of feedback helps us better understand your experiences and identify opportunities for improvement for our customers, both locally and across SNG.
If you'd like to share your views, we'd love to hear from you. Please email contact@sng.org.uk.
Below are some examples of how customer feedback has helped shape changes across SNG.
Find out what we've been doing in your local areaFind out what we've been doing in your local area
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.
Taking SNG’s Customer Engagement show on the road
Over a number of months in 2025, we went out on the road - bringing our teams closer to the communities we serve.
You said, we did...and we'd love to hear the positives too
Just as your feedback helps us improve, your compliments help us recognise the people delivering great service every day.