Launching Our Customer Voice Strategy 2025–2029: Shaping Services Together

At Tai Calon, we know that strong communities start with strong relationships — and the most important relationship we have is with our customers. Your voice, your experiences, and your ideas shape the homes we manage and the services we provide.

That’s why we’re proud to launch our Customer Voice Strategy 2025–2029 — a four-year commitment to listening more deeply, acting more quickly, and being more transparent about the changes your feedback inspires.

Why Customer Voice Matters

We’ve listened carefully to what you’ve told us over the past year — and this new strategy builds directly on that insight. It strengthens our promise to put customers at the heart of every decision, ensuring your voice guides how we deliver repairs, manage neighbourhoods, invest in communities, and plan for the future.

What This Means for You

Our Customer Voice Strategy is all about creating meaningful, accessible ways for you to get involved. Over the next four years, we’ll:

  • Listen to more voices through easier, more flexible feedback opportunities

  • Co-design services together, ensuring customers help shape what “good” looks like

  • Be open and honest about what we’ve heard and the changes we make in response

  • Build trust through transparency, sharing updates, decisions, and outcomes clearly

Every piece of insight — from surveys and polls to conversations and complaints — will help us make better, more informed decisions about what matters most to you.

Introducing Llais Ein Pobl — Our People’s Voice

A key part of the strategy is Llais ein Pobl (Voice of our People), our new online engagement hub designed to make getting involved quick, simple, and meaningful.

On Llais Ein Pobl you can:

  • Take part in surveys and polls

  • Join discussion groups

  • Share ideas and experiences

  • See how your feedback is influencing real change

This is your space to shape the future of Tai Calon — and we’d love you to join the conversation.

Supporting Our Corporate Plan 2030

The Customer Voice Strategy sits alongside our new Corporate Plan 2030, which sets out our long-term goals for delivering reliable, responsive services that customers trust.

One of our ambitions is that by 2030, over 95% of our customers will be satisfied or very satisfied with our service. Listening more, involving customers, and acting on what you tell us will be crucial to achieving that.

Together, the Corporate Plan and Customer Voice Strategy create a clear roadmap to a future where every customer feels heard, respected, and empowered.

A Shared Commitment to Listening, Learning & Acting

The Customer Voice Strategy 2025–2029 is more than a document — it’s our shared commitment to building a Tai Calon that always listens, always learns, and always acts on what matters most.

We’re excited to take this next step with you.

Learn more about the full strategy → Read the Customer Voice Strategy 2025–2029 (PDF)

👉 Join Llais Ein Pobl today and help shape the future of Tai Calon.