Customer Engagement

Customer Engagement. Events, scrutiny, surveys and much more.

We know residents' views make our business better.

We are committed to improving our services, and we encourage our residents to get involved and help us achieve this. Customer Engagement includes residents, staff and board members. It helps you all to share information, ideas and power; you can take a look at our Impact Assessment to see how we're doing overall.

We provide a range of ways for you to get involved, at a level that suits you and the time you have spare. You will never be left out of pocket for your involvement as we will reimburse transport costs where necessary. We can even provide assistance with childcare.

We want you to get the most out of your involvement with us. We can provide you with free training for basic things like using a computer or an introduction to Social Housing, to the more advanced training of individual service areas. This training can really build your confidence, especially if you are looking for work. It is a great thing to add to your CV.

Join The Federation Of Estuary Residents

The Federation of Estuary Residents is a group of our residents. They work on your behalf to make sure we are listening to you and making positive changes. They do many things and you can get involved too. Find out all about this and much more on our Federation Of Estuary Residents page.

Scrutinise Our Service

Your thoughts about the services we provide matter to us. They help us to deal with any problems, and to provide the very best services we can for you.

To help us improve the quality of our services, Scrutiny lets you share your thoughts and ideas with us. Find out how on our Resident Scrutiny page.

Become An Estate, Block And Street Rep

Are you concerned about problems on your estate, your block or your street? Problems such as fly-tipping, anti-social behaviour or repairs issues? You could become an Estate, Block and Street Rep and make sure we know about these problems.

Our Estate, Block And Street Reps page tells you all about what they do and how to become one.

Apply For Funds To Improve Your Communal Area

Sometimes you need something to improve your communal area. Something that will make yours and your neighbours' lives a little easier. A bicycle shed, communal storage, or a noticeboard for example.

We may be able to help. Go to our Estate Improvement Budget page for more information.

Become A Services Committee Resident Representative

Resident Committee Members work with Board Members and other co-opted Committee Members to help set the direction of our operational services and to monitor, scrutinise and challenge our operational performance.

Resident Committee Members bring their experience as a resident to assist the overall performance, planning and delivery of our longer term goals. The committee meets five times a year (usually 4.30pm to 6.30pm on Mondays). You will need to spend some time preparing for these meetings.

Time: Evening meetings take place for two hours every other month, plus time to prepare for the meetings. 
Travel: Currently all meetings take place in Southend-on-Sea.

  • You will need to undertake training to be comfortable in this role.
  • To help us to develop you in your role, we will meet with you once a year to undergo an annual appraisal.

Community Days

Every year we hold community fun days around Essex and the South East of London for our residents and their families to enjoy. Residents have the opportunity to ask staff from across the organisation questions about their home. The Customer & Community Engagement Team also put together a survey for residents to fill out about their neighbourhood and the services that we provide.

You can expect to see bouncy castles, free food, ice cream, free face painting, games, free goodie bags and a visit from the local fire brigade.

Some photos from the most recent Community Days can be found on our Facebook page.

Coronavirus : Due to the Coronavirus situation, we have unfortunately not been able to hold any Community Days this year. We will bring them back to you when the pandemic is over and it is safe for us to do so.

Take Part In Estuary In Bloom

Estuary in Bloom is our annual competition for our residents to show off their gardens and balconies.

Entry is available to qualifying residents, full details can be found on our Estuary In Bloom page.

Join One Of Our Department Meetings

We have various partnership panels such as Planned Maintenance and Health and Safety, where residents are invited to join staff in ongoing work to improve services.

Time: TBC
Travel: Currently all meetings take place in Southend-on-Sea.

  • You may need to undertake some training to be fully confident in this role.

Come Along To An Estate Or Area Meeting

We arrange meetings for an estate or area to discuss any issues residents are facing, including issues around anti-social behaviour and estate services. We run these meetings quarterly as an opportunity for residents to give us feedback in that area. We also arrange similar meetings as and when required to discuss specific issues and plans for individual estates or areas.


To find out about the next meeting in your area, please call the Customer Engagement Team on 0300 304 5000, check the events calendar or email us.

Time: Two hours per quarter.
Travel: We try to keep these meetings as local to you as possible.

Join A Residents’ Association Or Community Group

These are groups of interested residents from an estate or area who represent all residents in their community. Resident Associations and Social Committees form the basis of local activity across Estuary Communities and can be a very useful way of improving community spirit, making sure that services are properly targeted, and help residents have a real say in the decisions that affect their homes.

Time: 2 hours every other month.
Travel: We will always try to hold these meetings as local to your area as possible.