Collaborate

In March we brought a group of customers from across our communities together to take part in an important focus group. The aim was to improve how we deliver services at Amplius. 

The session explored our new Behaviour Standards Framework and SMILE approach. Both are designed to ensure every interaction customers have with us is positive, respectful and meaningful. 

During the session, customers shared their honest views on what great service looks like in practice. This helped us understand whether our proposed approach reflects real-life expectations and experiences. 

The Behaviour Standards Framework is built around Amplius’ four values: 

• People come first – treating every customer as an individual with empathy and respect  
• Do the right thing – being honest, fair and accountable  
• In it together – working in partnership with customers through clear communication  
• Driven to do more – learning from feedback and continuously improving services  

Alongside this, our SMILE approach focuses on delivering a great customer experience every day by supporting customers, communicating clearly, listening and acting on feedback, and showing empathy. 

Customers told us how important it is that these behaviours are not just written down but consistently demonstrated by all colleagues and leaders across the organisation. Their feedback will play a vital role in shaping the final framework and ensuring it truly reflects what matters most to the people we serve. 

We’d like to thank everyone who took part for sharing their time, insights and experiences. 

We’ll continue to keep you updated as this work progresses and show how your feedback is helping to shape the future of our services.

As part of our commitment to putting customers at the heart of what we do, we invited Complaints Working Group Chair, Lexie, to help support with some recruitment that was taking place in our Rushden Office.  

Involved customers to support elements of our recruitment process. This may include helping to shape interview questions, sitting on interview panels, or sharing their perspectives on what great customer service looks like. 

By involving customers in recruitment, we can ensure we’re selecting people who not only have the right skills but also demonstrate the behaviours and values that matter most to you. 

In January, we met with the Complaints Working Group (CWG) to review the Quarter 2 Customer Experience Report and the recent complaints insight summary. The group helped us explore the main themes behind complaints and shared valuable context about where customers feel improvements are most needed. Their insight highlighted the importance of clearer communication, better visibility of repairs information, stronger follow‑through on commitments, and more consistency in how contractors record and share updates. This feedback is shaping how we strengthen communication, improve repairs processes, and support customers more consistently.

You shared your experiences through focus groups and surveys. The feedback we got is helping shape how we design, build, and sell homes in the future.