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

In our first episode of Turning the key at SNG, we’re starting with the basics - who we are, what we do, and why it matters. Host Phoebe, who’s both an SNG colleague and customer, sits down with Ellie Cutler from our Social Value team to chat about how SNG came to be, what’s changed since our merger, and how our new locality model is bringing us closer to customers.

Together, they explore what makes a home more than just bricks and mortar — it’s about people, community, and connection. If you’ve ever wondered who’s behind SNG and how we’re working to make housing more personal and local, this episode is a great place to start.