Life through your lens - what we've learnt so far and what we’re doing next 

In 2025, we launched our Life Through Your Lens campaign and asked customers to tell us a bit more about themselves - thank you to everyone who took part. 

The information you've shared is helping us better understand customers who live in Alliance Homes properties, and whether everyone receives a fair and consistent service from us. So far, more than 2,000 customers have provided additional information, helping us build a clearer picture. 

Why are we collecting this information? 

We know that customers have different experiences, circumstances, and support needs. By understanding more about our customers, including things like age, ethnicity and additional support needs, we can make sure that our services work well for everyone, understand where people may be having different experiences and make sure improvements are made where needed.  

Looking at this data alongside our services also helps us make sure we're treating customers fairly.  

What have we looked at? 

We started by reviewing three key services: repairs, complaints, and damp and mould cases. 

We looked at whether customers from different backgrounds or with different support needs experienced different outcomes through these services.  

What have we found? 

Our data currently shows that customers generally receive a fair and consistent service, regardless of their age, ethnicity or whether they have told us they have additional support needs.  

We have not found evidence of widespread or systemic unfairness in the services we've reviewed.  

There are some differences in the data that we want to understand better, but these involve small numbers of cases and don't currently suggest a wider issue. We will continue to monitor these closely as we gather more information.  

What else have we learnt? 

We've seen that customers who tell us they have additional support needs are more likely to contact us about repairs, damp and mould issues and complaints.  

This is helping us understand where some customers may benefit from extra support and how we can tailor services to better meet individual needs.  

We've also learnt that we still need to gather more customer information, particularly on ethnicity and other protected characteristics. The more complete our information is, the better we can understand whether our services are working fairly for everyone. 

What has already changed? 

A key improvement already delivered through Life Through Your Lens is the introduction of our Reasonable Adjustments Policy and supporting guidance for colleagues about communication preferences and needs. This means we're better able to understand, record and respond to customers' individual needs, whether that's providing information in a different format or language, allowing additional time, involving an advocate or representative, or making other adjustments that help customers access our services fairly. By recording these needs consistently, customers are less likely to have to repeat information they've already shared with us. 

What other changes are we making? 

The information we're collecting is already helping us improve things for our customers. 

  • Training colleagues to understand and respond to different customer needs 

We're continuing to build colleagues' understanding of different customer circumstances and support needs, so we can provide a service that is more responsive. 

  • Improving the way customer information is recorded and kept up to date 

Accurate and up to date information helps us better understand our customers and make sure our services are working fairly for everyone. We're improving how this information is recorded and maintained within our systems.  

  • Regularly asking customers questions so we can keep records accurate 

Rather than relying on information customers may have shared years ago, we're introducing more regular opportunities for them to review and update their information when they interact with us. This will help us make sure information we have remains accurate and relevant.  

  • Using data to better understand customer needs 

We're looking at trends and patterns in the information customers share with us to better understand where different types of support may be needed and how we can continue improving our services.  

  • Continuing to review service outcomes to make sure they're fair for everyone 

We'll continue reviewing repairs, complaints, damp and mould services and other key services over time. This helps us find any differences in outcomes for customers and make improvements where they may be needed.  

What happens next? 

Life through your lens is an ongoing initiative. We'll continue to collect customer information through everyday interactions and campaigns, helping us build a more complete picture of our customers and their experiences. We'll also scrutinise other services against this data over time.  

This information is helping us make our services better for everyone. Please take the time to share your details with us if you feel comfortable doing so.  

Read more about Life through your lens here: Life Through Your Lens | Alliance Homes 

For more information about how we handle, look after, and use personal data, please see our Privacy Notice.