How we work with you

We want you to work with us to help improve the services we provide. We offer free training and support to anyone who wants to take part in our customer engagement activities.

Our new Customer Experience Strategy helps us make sure we have the right structures and opportunities in place to support customers to get involved. We aim to support and empower our customers to help us to improve services and create strong accountability within a framework of co-regulation and localism.

Customer engagement is a regulatory requirement for Catalyst. The Regulator of Social Housing (RSH), as the overarching regulator of registered providers, sets out standards to make sure social landlords like Catalyst involve their customers to improve their services. These are set out in the Tenant Involvement and Empowerment Standard – PDF 200KB.

Our customer engagement approach

Our approach to customer engagement is simple – we want to work with you to shape the services that matter most to you.

We aim to do this in the following ways:

Customer voice:

Using your insight through surveys, focus groups, complaints and feedback to influence and promote your customer voice.

Customer involvement, consultation and scrutiny:

How we work with you to get things right.


  • joint estate inspections
  • working with resident groups
  • organising community activities and events
  • designing our services at co-creation workshops
  • helping us choose our service partners
  • consultation about service delivery and partners
  • connecting with you by developing a new online community

Customer communication:

How we communicate the services, opportunities and activities important to you.

This includes:

  • local updates
  • customer magazine
  • Catalyst website
  • social media channels
  • letters and emails

Read Growing together, by working together – PDF 294KB to find out more about our customer engagement approach.

Please contact us to join Catalyst Voice, our customer engagement database, and we’ll be in touch to discuss the various engagement opportunities available to you.