The Customer Voices Panel reviews our performance and how customers experience our services.

Each quarter, the Panel meet with our Heads of Service to delve into a specific issue to check how we’re performing.

What is the Customer Voices Panel?

The Customer Voices Panel includes twelve volunteers who are tenants or co-opted members of tenant households. It was originally set up in 2017 as the Challenger Panel. The Panel acts as a critical friend and helps us take account of customers’ experiences and improve our services through scrutiny activities.

The Panel ensures we hear customer voices and experiences at all levels of the organisation to influence service design and decision-making. Members of the Panel collaborate with staff and report their findings to our Committees to provide assurance.

In 2023, TPAS (Tenant Participatory Advisory Service) supported the Panel members as they collaborated with staff to review:

• Customer-led scrutiny processes
• The skills and commitment needed within the Panel

Members of the Panel also looked at how they

• Work together
• Influence improvements and conduct reviews
• Ensure we hear customer voices at all levels
• Communicate to other customers

What is customer-led scrutiny?

Customer-led scrutiny involves:

• Quarterly meetings with Heads of Service who provide updates on their service area. They also review performance and the Tenant Satisfaction Measures (TSMs) with Customer Voices Panel members.
• Two meetings to oversee scrutiny activities and plans for consultation
• Conducting in-depth reviews where there are dips in performance or complaints
• Reading reports and performance information or evidence to inform reviews