11/06/2026
Using data to provide fair services for all our customers
We're committed to providing fair, accessible and inclusive services for everyone in our homes. To do that well, we need to understand who our customers really are and whether they face barriers that others don’t.
That’s why we ask for some additional information about you, sometimes called ‘enhanced’, ‘equality’ or ‘diversity’ data. This can help us spot gaps, improve how we communicate and make sure our services work for everyone.
This may include information such as:
- Age
- Ethnicity
- Disability
- Religion
- Sexual orientation
- Gender identity
- Caring responsibilities
- Disability and any support needs
And any other personal circumstances or reasonable adjustments.
This extra level of detail can help us understand whether certain customers find it harder to access our services, report repairs or receive the support they need. You might tell us that you need:
- communication in a different format
- extra support to access a service
- a reasonable adjustment because of a disability or health condition
Your information allows us to review our services and make improvements where necessary.
How to let us know what you need
We ask for this enhanced data when new customers join us but, of course, situations can change over time. We have team members dedicated to filling in the gaps - when they identify something’s missing, they’ll get in touch with you. This could be a phone call, text or letter to fill in our Getting To Know You Better survey.
However, you don’t have to wait for us to contact you to tell us about any changes in your household! We’d love to hear from you with any updates – give us a call, email or speak to your local Housing team.
If we ask you for additional information, we hope you’ll feel reassured that we’re doing it to serve you better, more fairly and more inclusively.