0151 348 4113 [email protected]


Customer First is a learning and collaboration programme for for social housing leaders aimed at driving up customer experience.

Customer First Club was established in 2022 against a sector backdrop of rising customer complaints, ombudsman activity and increased media scrutiny.  Our objective was to coordinate a sector-wide response to tackling the challenge of customer satisfaction through learning and collaboration.

The club has since progressed with a broader focus on improving customer experience, drawing on experts from inside and outside of sector, learning from peers within the group, and from regulatory bodies.  The club is also focused on supporting social housing providers to successfully collect and share TSM’s and adapt to changes in consumer regulation.

Through a series of workshops you will be able to discuss your own challenges, gain and reflect on valuable feedback and implement practical solutions to overcome them.  Our expert facilitators and speakers will give you the flexibility to create a trusted support network that works for you.





Our Aims

Establish how best to baseline, monitor, benchmark and share complaints performance

Explore how to use complaints data to drive issue avoidance and improve overall service delivery

Host roundtable presentations with speakers from outside sector to help move forward with strategy

Compare what resources are in place and how to create additional accountability, capacity and skills

Learn how others have created the right culture for addressing and managing complaints

Open up collaboration opportunities and create long term partnerships

Meet virtually quarterly and supported by an online forum

​Members Include


  • Midland Heart

Register your interest today

Leave your details if you are interested in joining and we will arrange a call to discuss.

We’ll add you to the mailing list too, so you will be sent any updates and news stories on the programme, including invitations to our events.

Customer First Club