My Voice Get your voice heard

Listening to you is important to help us improve and adapt our services, so that they're in line with your needs.

We know not everyone can or wants to attend meetings, so we've worked with customers to create lots of different ways for your voice to be heard.

Keep scrolling to learn more...

My Feedback

No commitment needed

There are a few ways you can give us your feedback without having to commit on a regular basis:


In depth surveys to get your views on key questions. You can complete these online, over the phone or by post.

Mystery Shopping

Help us test the quality of our services by giving us feedback on tasks we set you.


Give us your views when we're looking to make a change to a service you receive. If you choose to give us your feedback, you can pick and choose when and which topics you take part in.

Doorstep chat

We'll come out to you and have a chat with you about a particular topic we are reviewing.

Our meetings are held virtually so you won’t need to leave your house.

If you don’t have access to the internet, you can come into our office and join in with us there.

My Area

Varying commitment needed

If you're passionate about your local area, scheme or neighbourhood you can get involved with:

Estate Champions

Carry out inspections of your scheme or estate and let us know our the quality of our estate management.

Building Safety

Talk to us about the building safety concerns you have, and we’ll work with you on our plans to improve the safety of your building.

Resident Meetings

We can help you meet as a group of residents to discuss local topics.


Some of our Retirement Living Schemes have Committees. We can help you with how to get the most from these.

Our Scrutiny Team are here to help. If there's something you don’t understand or aren’t sure of let us know.

We’ll be happy to explain and find a way to make it clearer next time.

My Experiences

Varying commitment needed

If you want to share your experiences of a specific service or topic, there are a number of different ways you can do this.

The best part is, you'll get to choose the projects that interest you!

Special Interest Groups

We want your views on how we can make our services accessible and inclusive.

Task & Finish

Meet with us over a set period of time to look at customer feedback on a set topic and use it to suggest improvements.

Service Improvements

If you've recently used a particular service like ASB or Aids & Adaptations, we may ask for your feedback to see how we can improve

Our Customer Scrutiny Team work with you and our service areas to make sure they act on the feedback you've given us.

Most importantly they're there to support you with everything you need to get your voice heard.

My Scrutiny

Monthly* commitment needed

If you've got more time to commit and like looking at a wide range of information, we can give you all the skills and training you need to get involved on a more regular basis.

Customer Scrutiny Panel

Have an in-depth look at one area of our business over a 3 month period of time. Let us know what works and what more we can do.

Customer led reviews

By Monitoring our performance against our Service Standards you can work with us to highlight what more we can do.

Customer Forums

Come together with other residents from across our Retirement and Supported Living services to check and challenge our performance on the more specific services you receive like catering and lifestyle activities.

If you've asked us to, we’ll send you information in advance to help you prepare, usually up to one week before.

You may not have time to read it, so we'll be available to help before the meeting starts to talk it through with you.

My Impact

Monthly commitment needed

Whilst its important we have a number of ways for you to get your voice heard, its also important that we act on your feedback.

If you like looking at the bigger picture we have a group of customers who help hold us to account through:

Oversight & Impact

Monitoring the customer insight we're gathering and making sure it leads to improvements for you.

Action Plans

Making sure we deliver on all of the actions we have committed to.


Helping make sure we comply with the standards set by the Regulator for Social Housing.


Making sure we tell all customers what we've done with the feedback they've given.

What you can you expect from us?


You’ll receive all the training you need to take part in whichever options suit you. Each year we’ll ask you what topics you might need more support with and add these to our plan.


Whilst most our meetings are held virtually, if you do need to travel to get to a meeting, we’ll arrange your travel for you in advance, or pay your expenses by bank transfer.


You’ll get access to Yammer, a secure online group where you secure online group where you can talk to other customers and look at information we send to you.


If you've got any concerns about getting involved, the Team are there to help find the solution and can offer one to one support if you need it.

How do I find out more?

If you prefer to do your research before getting in touch you can visit the My Voice and Get involved pages on our website. You'll also be able to view our frequently asked questions.

You can chat to us on Microsoft Teams 3PM - 4PM on the 1st Wednesday of every month

Want to speak to us one on one?

Call or text us on 07771 676 773 or email customerscrutiny@midlandheart.org.uk