Our offices are closed for the Christmas period from 5pm on Christmas Eve and will reopen on Friday 2nd January 2026.
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Customer EDI Forum
We’re pleased to announce the launch of our new Customer Equality, Diversity and Inclusion (EDI) Forum, created in partnership with the Resident Voice and Influence Panel (RVIP). This forum strengthens our commitment to ensuring that every customer feels listened to, respected and valued, with a particular focus on amplifying voices that are often under-represented.
EDI Forum Meeting Notes
November 2025
Attendees:
RVIP Members: Fatou, Louise
- A complaint has been raised about shoe covers not always being worn and customers may be uncomfortable to say they would like staff to wear them. Communication to contractors and staff will be shared to ensure staff have shoe covering when they visit properties.
- The issue of flags being displayed was discussed following a complaint where a customer felt uncomfortable - partially those from Ethnic minority backgrounds. The matter was discussed, and it was agreed that whilst customers are entitled to freedom of speech or expression on their own property, it may be making others feel threatened or uncomfortable in their own community. People don’t always have malicious intent in mind, however this could be interpreted in different ways.
- Estuary have published a post recently regarding Hate Crime. A suggestion has been made that we post regarding being mindful of other peoples feelings, or how displaying flags and the impact of how these may make others feel.
- Fatou asked how can Estuary make sure all voices are heard from under represented groups. It was suggested this Forum was advertised by RVIP Facebook, and shared by Estuary; to encourage other residents to attend.
- Fatou agreed to write her story to be published on RVIP page, encouraging others to share their stories.
- Madeleine to include Customer EDI section on our website; encouraging residents to join and bring new topics for discussion.
December 2025
Attendees:
RVIP Members: Louise, Sabrina and Mohammed
- We welcomed two new members to the forum.
- There was a discussion about a few examples of when customers sometimes felt that they given a different level of service to private customers. They advised that customers are not always brave enough to approach staff with how they are feeling.
- The group discussed how diversity of thought is evident in decisions being made. They discussed the Customer Experience Committee and how customers attend this, holding Estuary to account on performance.
- TPAS membership to be re shared with RVIP-free training to build on personal development.
- RVIP and any customers are encouraged to bring any EDI topics for discussion at this forum.