A customers' seat at the table
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A customers' seat at the table
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About this listen
In Episode Two, we’re handing the spotlight to Princess Fortes, a social housing customer and valued member of SNG’s Customer Influence Panel (CIP).
Princess shares her powerful journey — from lived experience as a resident, to sitting alongside senior leaders, influencing policy, and helping shape the future of customer voice at SNG.
Hosted by Phoebe Newton, this episode offers a rare look through a customer’s eyes at:
• What it really feels like to sit at the table with the CEO and Executive Team
• How lived experience drives meaningful change
• Why resident insight became essential after Grenfell
• How customer-led challenge improves services, safety, and accountability
Alongside Princess, Engagement Specialists Tracy and James help bring context to how SNG involves customers — through panels, thematic groups, digital engagement, and community events — but throughout the conversation, Princess’s perspective leads the way.
This episode is an honest, human reminder that the future of social housing depends on one thing:
putting customers at the heart of decision-making, not on the sidelines.
Useful Links:
engage.sng.org.uk
www.sng.org.uk/turning-the-key-at-sng
www.sng.org.uk/about-us/customer-engagement