Magenta Board and MCCC Discuss Customer Voice and Future Strategies
We recently hosted a collaborative event that brought together our Board members and the Magenta Customer & Communities Committee (MCCC) for the first time in one session. While both groups meet independently throughout the year, this session was all about closing the gap between decision-makers and the customers and communities their decisions affect.
Our Board leads Magenta Living, providing strategic direction for the organisation. The MCCC, on the other hand, acts as a bridge between our leadership and our customers, making sure your voices, needs, and concerns are heard loud and clear. Recently, the committee added "Customer" to its name to better reflect who it represents.
The event began with a warm welcome from our Board Chair, Ged Lucas and CEO, Debi; followed by an introduction from COO Andy Lomas. Andy explained what “Customer Voice” means to us, shared updates on Tenant Satisfaction Measure (TSM) results, and outlined how we’re meeting the current regulations while working on key improvements. These include embracing digital tools to give you more choice in how you connect with us and improving our processes to get things right the first time.
One of the highlights was the MCCC Panel Session, led by Social Impact Lead Jamie Martin, featuring Wendy Gooley, Sean Yewdale, and Adam Costello. They shared their insights on the MCCC's role, external engagement, and the future of customer representation. The discussion also drew on ideas from the Housing Ombudsman Residents Panel and the National Housing Federation (NHF) Tenants Advisory Panel.
Karen Dooley, our Customer Director, presented how your feedback has shaped Magenta’s strategic plan for 2030. She emphasised the importance of listening to your concerns and creating systems that work for everyone, including offering more online options and flexible services that fit into your daily lives.
We then broke into group sessions to discuss ways to strengthen the connection between MCCC and the Board, integrate the customer voice into decision-making, and enhance how we engage with you.
One key topic was the challenge of connecting with "silent customers" — those who don't typically engage with us. While digital options can help reach some, we all agreed that being present in the community through housing officers and community teams is just as important. Building trust is crucial, especially for those who might see Magenta as an authority figure rather than a source of support.
The event ended with reflections and next steps. Ged Lucas and Wendy Gooley closed with a message of optimism and commitment: we can achieve positive change by working together. A major takeaway was the need for visibility — both online and in person — to strengthen relationships and make sure every voice is heard.
This session reaffirmed what we already know: honest conversations and collaboration are the keys to creating a brighter future for everyone in our communities.
If you’re interested in joining the discussion, there are a range of Magenta Living programmes that offer flexible ways of getting involved to help shape our future. Get involved in as much or little as you like with our regular sessions covering a range of topics. Your feedback and comments will be used to improve and influence our policies and procedures.
Find out more here on Magenta Connect