How you can get involved...

At Mears Living, your voice matters

We aim to put customers at the very heart of our service.  We want you to have the chance to tell us what you think, and to influence the decisions we make about the way we design and deliver our services to you.

Involving customers

At Mears Living, we recognise the importance of involving tenants and giving you the chance to shape and provide feedback on our service.

As a registered provider, we are regulated by the Social Housing Regulator who sets out consumer standards that we must comply with.  These include standards for your home, your tenancy, your neighbourhood and community, and the way you are involved and empowered.

You can read about the standards here.

Below, you will find out information on the different ways you can get involved in our work. You can also contact us directly at

Become a Customer Voice Partnership member
We are relaunching our Customer Voice group and need you to apply. If you would like to represent the views of tenants and help us improve our services, we'd love to hear from you.

The Customer Voice Partnership is one part of our commitment to involve tenants at the highest level to ensure we are listening to you and making changes and improvements as a result of your feedback.

The panel will be made up of about 10 customers who will meet together around four times a year to:

·      Review our performance and challenge areas that are under performing

·      Ask questions about our service and the decisions we make and recommend ways we could do things differently

·      Represent the views of tenants across the country

Members have the freedom to look at any issues they believe are important to tenants, including things like complaints, repairs and maintenance, policies and procedures.  The group will report directly to the Mears Living Board.

You will need to be able to commit a certain amount of time to the group such as attending online meetings, reading material and papers before a meeting and thinking time to come up with new ideas! In return for your time, we will provide training opportunities, incentives and opportunities for skills development.

If you would like to apply to be a member of the partnership, you can complete an application form here. If you would like to have a conversation about the partnership or would like further information please contact or by phone on 07968 315854.

Attend a Customer Forum

Each month, we will hold special customer forums on a topic of interest. This will either be to share information and latest news or to find out your experiences relating to that particular topic. All forums will be held virtually on Teams and there will be two sessions, one at 11am and one at 6pm. Please find the dates and topics to June. Places are limited to 20 customers and key management staff will also be present. To book a place, please email

Wednesday 6th March - Consumer Standards & Tenant Engagement

Wednesday 27th March - Approach to Complaint Handling

Wednesday 10th April - Communications & Repairs

Wednesday 1st May - Approach to Anti-Social Behaviour

Wednesday 5th June - Social Value & Tenant Support

Wednesday 26th June - Sub-Contractors Performance

Online Forum

You can also become members of Mears Living's online customer voice group.  Whilst the online group is for customers across the Mears Goup, we can also specifically target Mears Living tenants to invite you to Forum’s along with asking you important questions on our service from time to time. More information here.

Satisfaction Surveys

After every repair completed in your home and every Housing Officer visit, we will send you a short questionnaire – by text or email - to ask you how we did.  Fill it in to have your say!

Your feedback is really valuable to us and will be used to adapt and improve our services over time.

Every month, those that have responded to our text surveys will be entered into a prize draw for the chance to win a £20 gift voucher.

Annual Satisfaction Survey

The Regulator for Social Housing has produced a standard annual survey called the Tenant Satisfaction Measures, which all housing providers must send to their tenants annually. The feedback and insight from this survey is then submitted to the Regulator. In 2023, our annual satisfaction survey closed in July and the results can be found here.

Whilst we know there is still a long way to go in terms of increasing our customers satisfaction, it is positive to see an upward trend from the results of 2022.