Customer involvement framework

Thirteen's customer involvement framework includes information about how we involve our customers in projects and decision making, and it supports the delivery of our strategic plan.

Our framework is based on the following principles:

  • Customer involvement is embedded in the organisation and is an integral part of our culture and development
  • Customers are supported and trained to participate in activities based on their interests and skills
  • Customers are at the heart of our decision making
  • We provide a wide range of flexible opportunities for customers to be involved, so that we can reach more people and engage with hard-to-reach groups to influence and shape the services they receive
  • Involved customers oversee our community investment fund, supporting tenancy and community sustainability
  • We maximise and report on the effectiveness of our customer involvement activities, ensuring we meet regulatory requirements
  • We develop and maintain a sense of ownership and responsibility with our customers, specifically for building safety and regulatory compliance.

Read the framework document for more information about customer involvement at Thirteen.

Contact us

To find out more about getting involved with Thirteen, email or call 0300 111 1000.