Involving our customers in what we do is really important to us.

We aim to make it quick and easy for you to have your say on what matters most and our approach to engaging with our customers make sure we are always on, always listening

Customer consultation

Customers living in Kings Lynn and North Norfolk will have recently received a letter proposing to transfer the day-to-day management of our North Norfolk and Kings Lynn properties from Flagship Homes to Victory Housing Trust.


Your feedback is important to us and we want to hear from you, to help shape and inform our future offers.

We would really like your thoughts and opinions on the proposals as well as any ideas on how we can make the most of the opportunities it offers.

We have set up a dedicated email inbox to answer your queries:

Customer Operations Group

Our Customer Operations Group (COG) scrutinise and improve the way we work and influence the decisions made by our Board. It is made up of six Flagship customers and four members of staff.


Spotlight allows us to the opportunity to engage with our customers in their local area on a two-way, demand led basis. The demand can be requested from customers or by Flagship staff working within the local community who identify a concern and utilize an engagement event to see how we can improve our services in the local community.

Spotlight on: The Abbey

Following on from previous engagement with customers through text messages, customers living on the Abbey were invited on Friday 13 September to two informal drop-in sessions and chat to us about what matters most to them.

Around 30 customers attended and shared their views of the Estate, their home and Thetford. 

Neal Simmons, Head of planned works RFT, said:

“The Abbey Estate has a strong sense of community, and I’d like to thank everyone who came along to the drop-in session to share their stories. Listening to customers talk about their experiences of living in the area plays an important part in how we can improve what we do".

Our engagement sessions sparked conversations about what’s important to those within the town. Customers gave their views on communal areas and garages, alongside suggestions for how we can improve our repair and maintenance services and property condition.

Spotlight on: Poppyfields

In November 2018 we piloted our first spotlight event at Poppyfields in Kings Lynn. Partnering with West Norfolk Fire and Police services allowed us to engage customers and the wider community with an aim to offer advice on fire safety.

Flagship staff had conversations with over 40 members of the local community allowing them to offer advice on their tenancy as well as giving the Fire department the opportunity to undertake free tests on customer's fire alarms.

Ritch Bartlett, Anti-Social Behaviour Officer said:

"This is a great way for Flagship to engage with our customers and work with our partner agencies within the residents’ own community and it is nice to approach things pro-actively and in a friendly way. Often, things aren’t always easy when customers see my team or our partners so it provides an informal and easily accessible way for customers to approach us to discuss anything from tenancy enquiries through to fire safety, crime prevention or anything that concerns them in their community".

The Platform

The Platform is a place where you can digitally share your views and opinions and tell us what matters to you via surveys and interactive tasks.

We will use your comments to help shape services from your perspective, always striving for outstanding customer service in everything we do.

And if you’ve signed up, each time you complete a survey you’ll be entered into a prize draw to win high street vouchers – what could be simpler?

Commitment to improving customer involvement

We are proud members of customer engagement experts TPAS who help us improve how we involve our customers and the wider community.

Membership means we have access to additional support and advice so by increasing our skills and knowledge we will be able to raise our engagement standards. This reinforces our commitment of giving you the opportunity to influence our work so that we can continually improve the services we offer.

Find out more and join as a tenant here for access to resources and member benefits.

Your Feedback

Your feedback is very important to us and helps us to improve our systems and services. Find out how your feedback has changed what we do.

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