Willmott Dixon-owned firm says forum of housing association residents will help embed customer voice
Fortem has set up a new residents board in a bid to strengthen the voice of people living in homes managed by its housing association clients.
The £200m-turnover firm, which is owned by contracting giant Willmott Dixon, has announced the formation of a Customer Partnership Board.
The board consists of six residents who live in properties managed by Sanctuary, Orbit and Amplius. It was established with the support of tenant engagement body Tpas.
A Fortem spokesperson said the board has been established “to ensure insight from residents receiving Fortemʼs repairs services is embedded at the highest levels of the organisation”. Fortem believes the board will create a “structured and meaningful route for feedback, challenge and collaboration to ensure continually improving services.”
The board will work with Fortem over the next 12 months to develop a three-year strategy setting out how meaningful customer influence will be achieved.
Early priorities are expected to include clearer customer communication, customer-focused training across all levels of the organisation and strengthening relationships with clients through improved use of insight and feedback.
Fortem hopes to expand the board over time.
Judy Hegarty, managing director at Fortem, said: “Incorporating customer voice is not just an engagement exercise or a regulatory requirement to be met. It is fundamental to who we are and how we operate.
“If we are serious about delivering great services to social housing landlords and residents, then the lived experience of customers must sit at the heart of our processes and culture.”
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