Understanding customer needs unlocks funding for life‑saving equipment
We want every customer to feel safe and supported at home, and so understanding individual needs is key.
As part of our wider Customer Experience Strategy, we’re improving how we listen to you, and use what you tell us to make services fairer and easier to use.
Our Inclusive Services Team has been speaking with customers to learn more about any extra support they may need, and this work is already having an impact!
Thanks to the information customers shared with us, we’ve secured £44,176 in government funding to support customers in our mid- and high-rise buildings, who may need extra help in an emergency.
What the funding will help us provide
- Hard of Hearing Kits such as vibrating pillows and flashing beacons to help customers notice alarms.
- Personal Information Boxes (PIBs), securely storing key customer details to help the Fire and Rescue Service respond quickly.
- Other tailored safety measures based on individual needs, helping us prepare for new fire safety rules introduced in April 2026.
This shows how sharing information isn’t “just data” – it helps us make homes safer and ensures support is in the right place.
You can share any extra needs or details with us at any time by contacting the Customer Hub, who can refer you to our Inclusive Services Team.
Fire Safety matters
Your safety at home is our priority, and this year we’re continuing to invest in fire safety improvements across our homes. This includes installing new flat entrance doors, and continuing wider work to meet the Building and Fire Safety regulations introduced after the Grenfell Tower tragedy.
Customers living in apartment blocks are receiving updated evacuation information, alongside practical advice on reducing fire risks.
Sadly, fires can start quickly and without warning, and the impact on families can be life changing. You can keep yourself and others safe by:
- Avoiding charging e-bikes and scooters while asleep or away from home.
- Using only the correct chargers.
- Keeping escape routes clear.
- Testing smoke alarms regularly.
Across the country, most social housing buildings have completed fire risk assessments, though some still require essential remediation works. Landlords across the sector, including Great Places, are working hard to complete these as quickly as possible.
If you have any fire safety questions or concerns, please speak to your Neighbourhood Services Manager, Housing and Wellbeing Manager, or email buildingsafetyandfire@greatplaces.org.uk.