Putting customers first

We’re there to support people when they need us.

We help people to access the resources they need, learn skills and build resilience through our own services and partners to enable independence and sustainable success.

We never stand still. Each year, we reinvest our income to ensure our homes remain up to standard, our communities are thriving, and we continue to deliver services that people need.

In 2023, w e asked more than 7,500 people – our tenants, learners, students, colleagues, partners, funders and suppliers, to get involved in some research to help us understand what that should look like.

Half of our customers said that there were things we could support them with now. The rest told us they were doing ok for now, but were happy they could get in touch if they needed us.

This shaped a new vision for the future of Acis Group – there to support people when they need us.

We also developed our strategic priorities, with people at the heart of it all.

We want to create spaces where people can thrive – which means making sure people can stay in the homes they love and maintaining their tenancies. It also means keeping people safe, making sure their street is welcoming, and that they can meet their neighbours and be an active part of their community.

We’d love all our people to get involved in how we develop our services and our policies too. Just head over to Your Voice to get started in shaping how we deliver our services.

We aim to offer personalised support when people need it.

That could be tenancy support, or help to boost skills, find work or get recognised qualifications. We also run craft groups and wellbeing courses, and we have places in our communities where people can meet and learn something new through our Clip and Riverside Training centres.

One in four of our tenants are already using these services, as well as getting benefits advice, support to adapt their homes, help to settle in new places and even finding student accommodation!

We want to make sure we do everything well, and with care. So we’re working to industry and regulatory standards in areas like health, safety, building regulations, energy efficiency, education, skills and student accommodation. But we’re also creating our own standards that sit above these to ensure we provide the best experience possible for everyone.

We’ve developed a set of measures which will show us whether we’re achieving our vision to be there to support you when you need us, and we’ll regularly report on these. You can find out more on the our performance page.