The Customer Voices Panel is a team of customers who work together with staff to review services and suggest areas for improvement. Currently the panel meets with senior staff every quarter, either face to face or online, to review performance information and customer feedback from perceptions surveys and complaints.
The Panel was formed in 2015 to act as a critical friend to the organisation and help staff better understand the customer perspective when considering performance and satisfaction information. Over the last few years, the panel has undertaken reviews and scrutiny activity. Members retain a specific focus on monitoring our performance from a customer perspective.
Members currently involved participate in the following:
- Lettable standards review based on recommendations from the customer journey
- Services provided to maintain communal gardens and space
- Monitoring progress with implementing priorities to meet the commitments set out in the Together with Tenants Charter
The Panel will develop its role in ensuring that the wider customer voice continues to effectively influence operational and strategic decision making. The panel is supported by the Customer Engagement team to carry out its role. Panel members also access comprehensive training to enable them to provide effective challenge and scrutiny.
The Customer Voices Panel provides updates to the Customer Experience Committee helping to ensure customer experience and accountability informs decision making.
“On joining the Panel I didn’t exactly know what to expect. What I have gained so far is more than a sense of being helpful. I have had an opportunity, through exceptional training, to really appreciate the work that goes on behind the scenes of an organisation like Leeds Federated. I am sure that I have gained far more than I have offered...all Members of the Panel are valued and respected and afforded plenty of opportunities to have a say" - Customer Voices Panel member