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Customer Engagement Tools and Approaches

Here are links to some tools and approaches which housing associations can utilise to widen and deepen engagement with customers and communities.  Why don’t you try something new?

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When working with individuals -

To get more people involved

  • Crowd source ideas e.g. Smartcrowds
  • Set up online forums/ polls on your website
  • Utilise and analyse social media
  • Open up existing groups, committees and boards to engage more widely


To facilitate deliberative dialogue on key issues

To make sure we are involving people in decisions which affect them

To work with communities on the future

One of the best approaches to engagement is finding ways to capture everyday conversations between our frontline staff and customers. Do you have somewhere to record, analyse and discuss these – to generate ideas for improvement?

Additional Resources



Democracy Starts at Home

The Relational State