Tai Calon is proud to be recognised for its innovative approach to customer engagement across Blaenau Gwent. Through its Llais ein Pobl (“Voice of our People”) platform, customers now have simple, accessible ways to share their views and influence decisions that directly affect their homes and communities.

Putting customers at the heart of decision-making

At Tai Calon, putting customers at the centre of every decision is a priority. By actively encouraging feedback and providing clear communication channels, the organisation ensures that every voice is heard. From day-to-day interactions to broader consultations, customers can engage in ways that suit them online or at events.

Introducing Llais ein Pobl

The Llais ein Pobl platform was designed to make engagement easier, more transparent, and more responsive. Its name, selected through a local Welsh-language school competition, reflects Tai Calon’s commitment to community identity and pride. Customers can take part in surveys, consultations, and polls, helping shape services that matter to them.

“If we’re serious about being a social landlord, improving our communities, and meeting our corporate plan objectives, then this is what we’ve got to do … let’s focus our time and energy on the things that truly make a difference to our customers.”

— Phillip Meek, Customer Wellbeing & Engagement Manager, Tai Calon

Turning feedback into action

Tai Calon has already seen the tangible impact of the platform. When customers raised concerns about the hold music on the customer service line, a quick poll via Llais ein Pobl gathered feedback and led to changes within days. This demonstrates how customer insight drives real improvements.

So far, over 500 customers have registered on the platform, contributing to policy updates, improved communications, and service enhancements. Video updates and detailed responses from staff ensure that customers see how their feedback shapes outcomes.

Building a culture of listening

Beyond the platform, Tai Calon is embedding a culture of active listening throughout the organisation. Teams across departments are encouraged to seek customer perspectives before decisions are made, making engagement a routine part of operations rather than a one-off activity.

“We were quite surprised by the number of people who engaged online, whether via laptop, smartphone, or tablet.”

— Phillip Meek, Customer Wellbeing & Engagement Manager, Tai Calon

Looking ahead

Tai Calon remains committed to strengthening customer engagement. As more teams use Llais ein Pobl, insights from customers will continue to guide services, helping create better homes, stronger communities, and an organisation customers trust and value.

Ready to have your say?

Join Llais ein Pobl today and start sharing your views in just a few clicks.

Sign up here or contact Steven Wetten on 0300 303 1717 or talktous@taicalon.org for support. Every voice matters and Tai Calon is listening.