Customer engagement

Customer engagement

Yarlington Housing Group - Experience

Creating a partnership 

A key part of our Next-Gen strategy is developing our relationship with our customers. Because it’s important that they feel as valued as they are. That’s why we’re committed to working together to improve our products and services. And have launched a new customer consultation framework called the Yarlington Experience.

The Yarlington Experience helps us to better engage with our customers. And collect valuable feedback that can help affect positive change.

If you’re a customer and want to get involved, log in to My Yarlington to find out more.


We host our consultations on an online platform called Citizen Space. Which helps us to reach lots of customers and gather a wide range of opinions. We use the feedback to inform better ways of working, and introduce new services.

During recent consultations customers have let us know what they think of our Asset Management Strategy (how and when we dispose of properties). And evaluated our Customer Feedback Procedure (how we handle and manage complaints and feedback).

Are you a Yarlington customer? Then why not get involved?

Visit Citizen Space to find out which topics we are consulting on. Or visit our consultation corners in our reception area. The more you contribute, the more you can make a change. So be sure to have your say. 



Yarlington Housing Group - Consultation


When we engage with our customers, we continue to improve. That's why feedback matters. Finding out what our customers think through surveys, compliments, and complaints, is an important part of the Yarlington Experience. That’s why we’ve appointed a customer engagement specialist to oversee these functions.

By building relationships with customers, we get to know what works, what doesn't, what needs changing, and how best to respond when things go wrong. In this way, we can keep learning and growing as an organisation.

Want to raise a compliment or complaint? Email us at:

Yarlington Housing Group - Engagement


Scrutiny empowers our customers to review our services and processes. With a view to making them more efficient and user-friendly.

Our scrutiny panel - Challenge and Change - consists of the customers who live in our homes. They review three to four topics each year. With no formal membership customers can attend as many reviews as they wish. The group looks at data and documents, and identifies potential improvements. Formal recommendations are then presented to the audit and risk committee, which feeds into our board.

Heads of department are responsible for implementing the recommendations and feeding back to Challenge and Change on any progress made. Reviews and results are published in the My Yarlington news section.

Want to get involved? Email Challenge and Change to register your interest in joining the next workshop. E:

Yarlington Housing Group - Scrutiny


We're passionate about innovation. That's why it’s one of our values. And we believe there are a whole host of untapped ideas and potential amongst our customers. That’s why we encourage them to share their thoughts via My Yarlington.

Are you a Yarlington customer? Log in to My Yarlington to share your ideas with us and help us improve our services.

Yarlington Housing Group - Innovation


Communication is key to the Yarlington Experience. We want to hear what our customers have to say. But, we also want to let them know what we’re up to, what’s on offer, what might be of interest, and how to get involved.

We use lots of different channels to communicate our messages. From social media and newsletters, to printed materials, and My Yarlington. We’re always on the lookout for the best ways to talk.

Yarlington Housing Group - Communication