Customer & CEO

Customer & CEO

For the final episode of Turning the key at SNG, host and SNG customer, Phoebe Newton, sits down with Mark Washer, Chief Executive of SNG, for the most open conversation of the series.  In this episode, Phoebe brings customer feelings directly to Mark, inviting a transparent discussion about repairs, long-term investment and the everyday realities customers face. This isn’t about highlighting problems, it’s about acknowledging them, explaining what’s being done and giving customers a clearer view of how SNG is working to improve their experience. As series 1 comes to a close, this episode offers a meaningful look behind the scenes, showing how customer voice is shaping the organisation’s priorities now and for the future. Turning the key at SNG will return in the autumn with more conversations centred on openness, accountability and the real experiences of our customers. Useful links: https://www.sng.org.uk/turning-the-key-at-sng [https://www.sng.org.uk/turning-the-key-at-sng] https://www.sng.org.uk/about-us/customer-engagement [https://www.sng.org.uk/about-us/customer-engagement]

A turning point for youth homelessness

In this penultimate episode, host Phoebe Newton shines a light on one of SNG’s most impactful supported living schemes: The Foyer in Ryde, Isle of Wight. A place which offers safe accommodation, stability and opportunities for young people who face homelessness. Phoebe is joined by Luis Montague, a resident of the Foyer, and Nina Kennerdale, one of it’s Team Leaders. Together, they break down how the Foyer works, the challenges young people face today and why this kind of support can be truly life changing. Luis opens up about his journey to the Foyer while Nina offers a frontline perspective to the services they offer on the island.  This episode cuts through misconceptions and celebrates the resilience and community at the heart of the Foyer. Useful links: https://www.sng.org.uk/rent-or-buy/the-foyer-isle-of-wight [https://www.sng.org.uk/rent-or-buy/the-foyer-isle-of-wight] https://www.sng.org.uk/our-impact/transforming-young-lives-at-the-foyer [https://www.sng.org.uk/our-impact/transforming-young-lives-at-the-foyer] https://engage.sng.org.uk/ [https://engage.sng.org.uk/] https://www.sng.org.uk/turning-the-key-at-sng [https://www.sng.org.uk/turning-the-key-at-sng]

A green SNG

In this episode of Turning the key at SNG, guest host Nichola Rogers, one of SNG’s customers, explores what sustainability really means for our residents and the planet. Nichola is joined by Dan from Environmental Health and Safety and Pete, one of our Electrical Technicians, for a conversation that busts myths, shares practical insights, and shines a light on the real-world challenges and opportunities in sustainable housing. Dan breaks down why sustainability is often misunderstood in the media and emphasises SNG’s role in reducing environmental harm while meeting our legal responsibilities.  Pete shares his on-the-ground experiences supporting customers every day. He talks about why education is the most important ‘upgrade' we can make in homes, the energy issues he sees most often, and how simple changes can prevent costly mistakes. Tune in and discover how small actions, by colleagues and customers, can make a massive difference. Useful links: https://www.sng.org.uk/customers/greener-future https://www.sng.org.uk/customers/support [https://www.sng.org.uk/customers/support] https://www.sng.org.uk/about-us/customer-engagement https://engage.sng.org.uk/ [https://engage.sng.org.uk/]

Retrofit & futureproofing our homes

In this episode of Turning the Key at SNG, guest host Nichola Rogers, one of SNG’s customers, steps in to lead an important conversation about sustainability and the future of our homes. Nichola is joined by Jim Dyer, SNG’s Built Environment Director, and Kathryn Hulkes, Head of Retrofit Delivery, to explore what it really takes to make homes warmer, greener, and fit for the future. Together, they unpack SNG’s sustainability vision, the challenges and opportunities of retrofit and regeneration, and how these changes impact the people living in our communities. From funding hurdles to practical solutions, this episode connects strategy with lived experience—because creating healthier spaces isn’t just about bricks and mortar, it’s about people. This is a must-listen for anyone curious about sustainability or preparing for a retrofit in their own home. You’ll learn what to expect, why it matters, and how SNG is working to make the process as smooth and beneficial as possible. Plus, we share a few simple tips and tricks to help keep your home warm this winter. Whether you’re a customer, colleague, or simply interested in how housing providers are tackling climate goals, this conversation offers insight into how we can futureproof homes and improve lives. Tune in and join us as we turn the key on sustainability. Useful links: https://www.sng.org.uk/customers/greener-future https://www.sng.org.uk/about-us/homes-and-place https://www.sng.org.uk/about-us/customer-engagement https://engage.sng.org.uk/

A customers' seat at the table

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 [https://www.sng.org.uk/turning-the-key-at-sng] www.sng.org.uk/about-us/customer-engagement