Get involved

Customer Conf 14 

Influence decisions that affect your home and community by joining one of our groups. Take a look at the options and register your details in the box on the right. You can also contact us by emailing to find out more.


Customer Involvement Map
Catching Ideas
Customer Groups
Customer Insight



Customer Involvement Map

Customer Inv Map 2015


Service Review Panels are carried out in partnership with the Groups Business Excellence team.

They are reviews that will focus on a single area of service to customers at a time.
The different areas of service they will look at will include:

• how we let our homes

• how we look after our homes

• how we look after our estates

• how we communicate with and engage with customers

Review teams use specific questions, research and reality checks to assess the quality of the service they are reviewing. They always focus on the customer experience and outcomes for customers.

We are looking for customers to be part of our review teams. Normally this would involve you working as part of a joint customer and staff team for 2 to 3 days and would be in a location outside the area where you live.

If you participate in a review we will arrange travel, hotel accommodation where required and cover all relevant expenses you might incur. As a thank you for participating in each review we will also give you a £25 gift voucher. Joining the team will give you the opportunity to learn new skills and meet a variety of people.

Reality Checkers, and are part of the Group's Reality Checker Forum.

* Help us by listening to recordings of actual calls which have taken place between Customer Service centre staff and customers.

* By reviewing and rating the customer experience which our customers receive during their call.

* Giving feedback to help us ensure we provide an efficient and effective customer service.

If you are interested, or would like to find out more, please contact us.

Catching Ideas

Customer feedback is important to us and we have a number of ways of catching this information. On behalf of Cotman, the Customer Service Centre carry out customer satisfaction surveys on a number of areas. We follow-up any satisfaction surveys marked 5 or below, to formally engage and consult with customers on how the service can be improved.

A number of our schemes have regular Housing Surgeries or Open Meetings where customers are encouraged to give us their feedback. If you wish to find out more, please speak with your Neighbourhood Officer.


Our Twitter account was launched in late 2014, and currently Cotman have over 300 followers. Follow us @CotmanHousing

We also launched our facebook page in early 2015, which can be viewed at

Customer Groups

We have 50 registered Cotman Voices, these are customers who do not necessarily wish to take part in meetings, but are consulted via email, telephone or post.

The editorial and customer conference panels are planned for 2015, with the expectation that they will be joint customer and staff groups.


During 2014-2015 Cotman customers and staff delivered nearly 900 community events, attracting over 12,500 attendees throughout the year, with nearly 3,000 customers involved in the planning and delivery of these events. Events included a high profile 'Armistice Day' event in November 2014, which was attended by over 100 school children, local people including Cotman sheltered housing customers, staff, members of the military, SSAFA. This featured on BBC Look East.

Resident Associations - hold regular meetings that are minuted and have staff in attendance.

Estate Walkabouts - customers are encouraged to attend these events to pass their feedback and ideas for improving the area where they live. In 2014-15, one scheme applied and received £2000 funding for a grassed communal area with a picnic bench, as a direct result of customers attending their estate walkabout.

Customer Insight

Along with the Customer Satisfaction Surveys carried out by the Customer Service Centre, we carry out other surveys around planned maintenance, major works and scheme specific issues.

We consult in a number of different ways, in person, specific consultation meetings, via post, email and online via Survey Monkey.

We held 3 service charge consultation meetings which had a total of 32 customers in attendance.

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