Get involved

At Plexus, your voice matters

We aim to put customers at the very heart of our service. We want you to have the chance to tell us what you think, and to influence the decisions we make about the way we design and deliver our services to you.

Involving residents

At Plexus, we recognise the importance of involving tenants and giving you the chance to shape and provide feedback on our service.

As a registered provider, we are regulated by the Social Housing Regulator who sets out consumer standards that we must comply with. These include standards for your home, your tenancy, your neighbourhood and community, and the way you are involved and empowered.

You can read about the standards here.

Below, you will find out information on the different ways you can get involved in our work. You can also contact us directly at [email protected].

Become a Customer Voice Partnership member

The Customer Voice Partnership is one part of our commitment to involve tenants at the highest level to ensure we are listening to you and making changes and improvements as a result of your feedback.

The group will be made up of about 10 customers who will meet together around four times a year to:

Review our performance and challenge areas that are under performing
Ask questions about our service and the decisions we make and recommend ways we could do things differently
Represent the views of tenants across the country

Members have the freedom to look at any issues they believe are important to tenants, including things like complaints, repairs and maintenance, policies and procedures. The group will report directly to the Customer Experience Committee, part of the Governance structure of Plexus.

You will need to be able to commit a certain amount of time to the group such as attending online meetings, reading material and papers before a meeting and thinking time to come up with new ideas! In return for your time, we will provide training opportunities, incentives and opportunities for skills development.

If you would like to apply to be a member of the partnership, you can complete complete the form in the tab below.

If you would like to have a conversation about the partnership or would like further information please contact [email protected] or by phone on 07968 315854.

Apply to join the Customer Voice Partnership

Online forum

You can also become members of Plexus’s online customer voice group. The online group supports us with surveys, adhoc feedback, inviting further involvement in specific projects. It does not take up so much time but is still so valuable to us to get your insight and involvement. To join please complete the form in the tab below.

Apply to join the online forum

Satisfaction surveys

After every repair completed in your home and every Housing Officer visit, we will send you a short questionnaire – by text or email – to ask you how we did. Fill it in to have your say!

Your feedback is valuable to us. We share it with senior managers and staff so they can understand and appreciate your experience; what worked well and what needed to improve. This will help us to adapt and improve our services over time.

Every month, those that have responded to our text surveys will be entered into a prize draw for the chance to win a £50 gift voucher.

Annual satisfaction survey

The Regulator for Social Housing has produced a standard annual survey called the Tenant Satisfaction Measures, which all housing providers must send to their tenants annually. The feedback and insight from this survey is then submitted to the Regulator. In 2025, our annual satisfaction survey closed in July and the results can be found here