Customer Engagement | Freebridge Community Housing

Your Voice and Influence

Community Voices - Shaping Services Together

At Freebridge, we believe every customer should have the opportunity to help shape our services and strengthen our communities.

Our dedicated “myFreebridge" customer platform makes it easy for tenants, residents, and community members to get involved whether you have just a few minutes or want to take on a bigger role

How can you get involved?

Choose from a flexible engagement options, from quick polls and feedback forms to joining our Customer Insight Panel
Share your views through online and in-person events, surveys, and community forums, including MyFreebridge
Our Mystery Shopper Programme is open to anyone registered on the myFreebridge platform. If you’re spending time in a Freebridge area, we’re keen to hear your thoughts on what you see. and, If you’re a tenant who has used our services, we’d really appreciate your feedback on how well we’ve met your needs.

This programme is all about gathering your insights to help us understand what we’re doing right and where we can improve. Your feedback makes a real difference!

Every voice matters and you can make a real difference by ensuring your feedback leads to positive change.

Customers voices have driven the decisions we’ve made, and most importantly – we don't just listen, we're acting. Find out more about what was said, and what we've done so far and our improvement plans via our You Said, We Did page here.

You may be interested in other pages related to this:

Our Customer Insight Panel You Said, We Did myFreebridge Platform Mystery Shopper Programme

Our customer engagement framework as a diagram

View our Annual Customer Impact Report for 2025/26

Annual Customer Impact Report

What are Community Voices?

Our Community Voices are the people who sign-up and participate on the myFreebridge engagement platform. It's a space for you to share ideas, discuss important topics, provide feedback on policy, planning and contribute to the future of Freebridge Community Housing. From polls to surveys, Customer Forums to Idea Boards, the platform gives you an insight on what is happening within Freebridge and an opportunity to play a part and have your voice heard.

What is our Customer Insight Panel?

Our Customer Insight Panel is there to provide Freebridge with customer based assurance that the Regulator of Social Housing Consumer Standards are being met; value for money is being achieved in service delivery to all Freebridge Customers; and is in line with Freebridge’s vision for Building Better Futures.

We're currently recruiting for more Customer Insight Panel members - find out more here.

More Information

Customer Insight Panel Member

View Document

Let us know if you'd like to be considered as a Customer Insight Panel member when a place becomes available:

Express interest

Consultations

This is where your experiences, views and ideas help shape the future of your home and your community.

At Freebridge, we believe the people who live in our homes should help influence the decisions that affect them. That’s why we run regular consultations – giving you a real opportunity to share your views on the services that matter most to you.

From reviewing policies and shaping new initiatives to improving day‑to‑day services, your feedback helps us understand what’s working well and where change is needed.

Every response adds to a bigger picture. Together, your voices reflect the needs of different people and communities, ensuring those voices are heard and considered at the highest level.

Taking part is quick and easy. Most consultations take no more than 10 minutes and can be completed from the comfort of your own home. But while it doesn’t take long to share your views, the impact can be long‑lasting.

Your feedback won’t just be collected – it will be listened to, valued and used to help drive real improvements.

This is your opportunity to influence change and help ensure our services reflect what matters most to tenants.

Your voice matters. Add it today.

Live Consultations

We currently have no consultations live, but when we do we'll pop them here.

Your views will help us shape the final version of these important policies, ensuring it truly works for everyone.

Read updates from past consultations via Shape the Future in minutes | Freebridge Community Housing

Customer Influence Methods

How our customers shape what we do

The below image shows how customer feedback and involvement influence the way we make decisions and improve services.

We listen to customers through a range of channels, including surveys, outreach work and community visits, then consult with them on key issues and policies.

Customers are also involved in shaping services through activities such as estate walkabouts, focus groups and feedback forums, before being empowered to help make important decisions through scrutiny reviews. The cycle is continuous: we listen, act, explain what has changed, and listen again, ensuring customers remain at the heart of everything we do.

This image shows how our customers shape what we do

Out and About

We want to make a difference in our local communities. One way we do this is by getting out into our communities during our regular Out and About's and Community Impact Weeks, meeting with and finding out what our customers need, carrying out repairs, taking part in community clean-ups, and lending a hand, where we can.