Get involved

Getting involved with your landlord means you can bring fresh ideas and help us improve services, neighbourhoods and opportunities for our customers.

Why get involved with Thirteen?

If you're passionate about your home and your neighbourhood and want to influence decisions made by Thirteen, there are lots of opportunities for you. You can take part in projects that will fit around your home life and we will always let you know how much of your time is needed. You don’t need any training or skills to be an involved customer.

You can search the available activities that you can get involved with on the consultation events calendar.

You can find out about some of the recent customer engagement activities in our annual reports for customers.

Have a look at our BRICKS customer engagement framework.

Latest update

Customer Engagement Framework

Thirteen wants to involve customers to:

  • scrutinise our services and performance
  • consult on policies and strategies
  • help us comply with regulations

To get involved, have a look at the consultation events calendar.

You can find out about the chair of the engagement framework.

Customer Engagement Framework

Our Customer Engagement Framework sets out:

  • how customer engagement is embedded as an integral part of Thirteen
  • how customers are supported and trained to participate in activities based on interest and skills
  • customers are at the heart of decision-making
  • a wide range of flexible opportunities for customers to be involved, helping us reach a wide range of customers who will help to influence and shape the services they receive
  • support and community investment that supports tenancy and community sustainability 
  • maximising and reporting on the effectiveness of customer engagement activities
  • ensuring we meet regulatory requirements.

Thirteen's involved customers

All Thirteen's customers can get involved with us in a range of ways, giving as much time as you like and getting involved in areas you're interested in. For example, you can give feedback on information provided, attend meetings, carry out surveys or be involved in task and finish project groups. You can see more in the video:

You can see the projects you can get involved with in the consultation events calendar.

You can also see the range of ways you can be involved below:

Digital involvement

Customers can influence Thirteen's policy and strategy, regulatory assurance and monitor performance online. You can give feedback to information we provide via email, Thirteen’s website or social media.

Social media

If you have a Facebook or Twitter account, you can talk to us online. We’re always sharing information about community events, latest news and asking for opinions online, so you can take part in a few clicks at:

Consumer standards assurance

Customers can review the requirements of the Consumer Standards and undertake reality checks and mystery shopping to provide assurance to customers and the Thirteen Board that Thirteen is compliant with the standards.


Home standard

In 2019 customers reviewed the home standard and gave assurance to the Board that Thirteen is compliant. Read the home standard report.pdf and home standard checklist.pdf

In January 2020 customers had the chance to review the requirements of the consumer standards and carry out reality checks and mystery shopping into the home standard.

Tenant involvement and empowerment standard

In 2019 customers reviewed the tenant involvement and empowerment standard and gave assurance to the Board that Thirteen is compliant. You can read the tenant involvement and empowerment report.pdf and report checklist.pdf

Neighbourhood and community standard

In 2019 customers reviewed the neighbourhood and community standard and gave assurance to the Board that Thirteen is compliant. You can read the neighbourhood and community standard report.pdf and report checklist.pdf

Tenancy standard

In 2019 customers reviewed the tenancy standard and gave assurance to the Board that Thirteen is compliant. You can read the tenancy standard report.pdf and report checklist.pdf

In-depth reviews

Undertake reviews of services, surveying customers’ views, researching other organisations’ practices, job shadowing, mystery shopping and reporting findings and recommendations to Thirteen's leadership team and board.

For more information on past reviews, please visit the in-depth reviews webpage.

Strategic and service projects

Customers will be consulted on strategic decision-making and given the chance to have an input into how Thirteen develops and delivers its services, and also be involved in the review of the effectiveness of projects.


Community Fund

The Community Fund is Thirteen’s commitment to adding value to the local area and economy, supporting local initiatives and individuals.

The Community Fund panel will review applications and allocate funds, ensuring that all conditions of the fund agreement are met.

For more information please visit the Community Fund webpage.

Policy consultation

Customers will be consulted on policy developments and content by completing short online or postal surveys.


Service improvement and performance monitoring

Customers will review operational performance information to understand how Thirteen’s performance compares with other landlords. This will include researching other landlords if they perform better than Thirteen, to understand how they deliver their services and make recommendations to improve performance.

Customers will also monitor the progress of the customer involvement activity plan and the implementation of any recommendations resulting from involvement activity.

Customer experience stream

Surveying customers to provide feedback on the services they have received, to identify and develop improvements to services and help test the impact of new services or schemes.


Street cleaning

Customers living in an area of Middlesbrough receiving a street cleaning service from Thirteen were surveyed to ask if they felt this service was making a difference to their local neighbourhood and improving the local environment where they live. The responses received demonstrate that the majority of customers could see what a difference the service had made and felt the street and surrounding areas were cleaner. Find out more in the operation clean sweep report.pdf

Sheltered schemes

Customers living in sheltered schemes and Extra Care schemes were surveyed to ask what the thought of the services they received. The responses received demonstrated that the majority of residents living in Thirteen sheltered schemes and Extra Care schemes are happy with the services they receive, however, a few issues have been raised that need to be addressed. Find out more in the sheltered schemes and Extra Care report.pdf


Customers living in Thirteen properties who had recently had investment works carried out were surveyed to ask how they felt about the standard of work they received.  At the end of the process the majority of customers who had responded reported that they were happy with the service they received. Find out more in the investment report.pdf

Customers can also have their say using the customer consultation webpage.

Customer involvement open day

All involved customers will be invited to a conference twice a year to: hear about the external environment and what’s going on in the wider housing sector; learn from specialists and other organisations; and discover what their colleagues have been involved in and what changes Thirteen have made as a result of customer involvement.

National policy stream

Customers will have the opportunity to be involved in national policy consultation, enabling their views to be heard at a national level - this may be completed digitally or in person.

Training and conferences

Training will be offered to customers when needed so that they are able to undertake their role effectively. 

Customers can attend conferences and networking events so that they can hear and share best practice.

Consultation group

Customers can choose to be part of a consultation group which will be contacted digitally to gain their views on various areas of Thirteen's business.

Contact us

If you're interested in being involved with Thirteen or you'd like more information, please contact the Customer Engagement Team: