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Join our Customer Experience Working Group

We’re launching a Customer Experience Working Group and we’re looking for Connect residents to get involved. Want to find out more? Read on to get all the info from Epiphany Kidd, our Head of Customer and Community Services.


Hello, I’m Epiphany and I work for Connect.

Epiphany Kidd, Head of Customer and Community Services

I’d like to say thank you for taking the time to read this blog. I hope that I manage to share some of the excitement I have about our newly formed Customer Experience Working Group with you.

It’s got a long name, but I can explain it quite simply. It’s where residents and people working for Connect get together to look at what we’ve been told it’s like to be a Connect resident. We use this to drive improvements in the services we offer.

You’ll be part of a team of people looking at data on how we’re performing, how satisfied residents are with the services they receive, and feedback received from surveys, complaints and compliments amongst other things. The team will be unpicking the times when things have gone wrong, to understand what needs to be done so that the same mistakes aren’t repeated. We want all residents to have a good experience when interacting with us, and the team will help identify what we need to do to consistently achieve that.

There will be four meetings each year, in February, May, August and November; and they will usually take two-three hours. Ideally, we would like to hold them in our Bond Street office in Dewsbury, though we can plan for virtual attendance if required. We will be as flexible as possible when setting dates/times of meetings and will pay for associated out-of-pocket expenses such as travel costs. There is also a small payment of £25 for each meeting.

I’m really looking forward to being part of the group and starting to understand where we can make the experience of being a Connect resident the best it can be; whether that’s about how we do repairs to resident’s homes, answer enquiries that residents have, respond to complaints when things go wrong or deal with anti-social behaviour.

I’d like you to be part of that too. We are initially looking for two residents to join the working group, who can commit to attending four meetings over the next 12 months.

If you are still interested after reading this then please get in touch by calling us on 0300 5000 600 and asking for ‘Tenant Engagement’, emailing gettinginvolved@connecthousing.org.uk, or by filling in the form below!

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