Tell us what you think

Here at CHS we have many ways for you to have your say and help to improve the CHS service for you and your local community. Give us feedback, share your thoughts and help us understand what matters most to you. We’ll take your views into the heart of our organisation.

Our Customer Engagement Strategy

At CHS we are fully committed to and value engagement with our tenants and customers in order to provide services that exceed expectations. Over the next three years CHS is committed to improving engagement with tenants and customers to deliver a shared vision – find out more about our pledge and action plan here

To find out more about the different ways our tenants and customers have had their say and actively engaged with CHS over the past year to improve our services, read our Annual Report on Customer Engagement 2024-25

Find out more

To find out more about the groups above and future consultations, focus groups and workshops that may interest you, please join our mailing list.

Register your interest here

Please complete this form to express your interest in CHS Customer Engagement Opportunities.

One of our Customer Engagement team will call you at a suitable time to discuss how you would like to have your say and answer any questions you may have.

For an informal chat with our Customer Engagement Officer, Laura Papanikolaou, email lpap@chsgroup.org.uk or telephone 07540 122624

Getting involved is a win-win for everyone! You develop new skills and get the chance to say what’s on your mind while helping us understand what’s important to you.

Connect with people
Gain valuable skills and experience
Improve services and make a difference to residents

Online Feedback Panel

Sign up to receive online surveys from CHS. For each one you complete, you will be entered into our quarterly feedback prize draw and you could win £250.

Contractor Forums

These online meetings are held on Zoom in the evening 7-8pm to be open to as many tenants as possible. Contractor Forums are held with our three main contractors:

Sureserve (heating and hot water)
Mark Walker (grounds maintenance)
Fortem (repairs)

The contractors share their performance and any improvement plans, and tenants can ask questions and share their experiences of the service.

Building Safety Forums

These online meetings are held on Zoom in the evening 7-8pm to be open to as many tenants as possible.

The Building Safety Forums are aimed at tenants who live in blocks of flats and discuss ideas about how best to engage tenants to report repairs and hazards in communal areas in buildings, and how to educate people on the importance of fire safety.

Customer Engagement Opportunities

Tenant Committee

What’s involved? All meetings are hybrid; you can come in person or attend online using Zoom

Our main committee, which is led by tenants, where you can hear all the updates from CHS, we will discuss policies and strategies that affect tenants and share performance and satisfaction figures. 

Minutes from the October 2025 CHS Tenant Committee Meeting can be viewed here

Complaints Panel

What’s involved? All meetings are hybrid; you can come in person or attend online using Zoom

The Panel reviews a sample of closed complaints to ensure that CHS’s complaint responses are fair, timely and show empathy. They give feedback to CHS on how they can improve complaint handling. They also monitor trends in complaints, and they review CHS’s complaints handling process and policy.

Tenant Scrutiny Team

What’s involved? All meetings are hybrid; you can come in person or attend online using Zoom

This team looks at the services that CHS provides to ensure that they are working well for tenants and that they provide value for money. They do in-depth investigations of a service, that often include talking to tenants and comparing CHS with other Housing Associations. They make recommendations to CHS for improvements and report directly to the CHS Board.

During 2024/25 the Tenant Scrutiny Team were asked to look at how tenants pay their rent and service charges. First, they made a video which explained the different ways tenants can pay their charges. They designed a survey that went to tenants with questions on how and why they pay in the way they do and included a the video. The Tenant Scrutiny Team then spoke to some of the tenants on the phone and asked the same questions.

The team then put together all the responses from the tenant survey, input from Housing Officers of both general needs and Housing with Care (HwC) and Finance and found that if CHS continued with its current provider there was as new plan available where CHS could save approximately £27,000 a year. Housing Officers were informed that if new tenants were offered direct debit as a way to pay upfront payments of rent in advance, a further payment processing fee could be reduced. Overall this scrutiny project has saved CHS a significant amount of money. For more information read the full Tenant Scrutiny Team Payment Methods Report

In 2023 the Tenant Scrutiny Team reviewed CHS’s damp and mould procedures. Click here to read the full report and click here for a summary.

In 2022 the Tenant Scrutiny Team reviewed the responsive repairs service provided by CHS’s heating and boiler contractor Gasway. Click here to view the full Scrutiny Project – Gasway report and you can read the summary report here

Estate inspectors

What’s Involved? Answering a short email survey every month to say whether you are satisfied with the condition of the grounds maintenance, and cleaning if applicable, on your estate. You may also join the Housing Officer on their regular estate walkabouts if you wish. Estate inspectors give us feedback on the condition of their estate and the quality of the work our contractors do in communal areas.

When you volunteer

Your time will be repaid with access to training and learning new skills

You will also receive time credits, travel costs and other expenses e.g. child care

We are proud members of TPAS (Tenant Participation Advisory Service) www.tpas.org.uk

Tpas provide our members with free training events and resources.