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

The Panel meets around 8 times a year to help shape important decisions and policies.

What is the Customer Voices Panel?

The Customer Voices Panel includes 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 make sure customer experiences 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 colleagues and report their findings to our Committees to provide assurance.

What is customer-led scrutiny?

Customer-led scrutiny involves:

• Meetings with Heads of Service who provide updates on their service area.
• Reviewing performance and the Tenant Satisfaction Measures (TSMs)
• 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

What impact has the Customer Voices Panel had?

In the last couple of years, the Panel has reviewed and influenced key areas of our policy and approach, including:

• compensation policy recommendations
• advocating for clearer messaging
• improving our tone of voice in communications
• providing specific input into our ‘communicating together’ messaging
• improving messaging around service charges.

Working with TPAS (Tenant Participatory Advisory Service) and collaborating with colleagues, the Panel have also reviewed:

• customer-led scrutiny processes
• the skills and commitment needed within the Panel
• how Panel members work together, influence improvements and conduct reviews
• how we ensure we hear customer voices at all levels.