The year 2022 was a big one for Customer Voices: a group which ensures believe housing stays true to its values and is driven forward by customers’ views.
A change of name, from Values Group to Customer Voices, was made to better reflect what members do.
And, following consultation and Board approval, the membership make-up will change in 2023, with an extra customer representative and an extra independent member to be appointed. Full story here
A communications review considered how the group can increase awareness of its work and a plan to keep in touch with customers and everyone at believe housing was developed.
The website, social media, customer newsletter, and employee channels will all be used, and members have been talking about their work at external groups such as Area Action Partnerships.
The group also held a meet and greet with employees in December, so members and people across the organisation could learn about each other’s roles.
Customer Voices members contributed to a number of specific projects in 2022 including a review of community hubs; their condition, use, management and value for money. An update is expected to be presented to the Customer Voices meeting in March 2023.
The group also provided valuable feedback on health and safety, insurance, and compliance reports, and are helping to shape our approach to complaints and Together with Tenants — a sector-wide initiative focused on strengthening the relationship between residents and housing association landlords.
After learning about a rise in property fires, some customers not allowing access for important safety checks to be completed and believe housing’s proactive approach to issues of damp and mould, Customer Voices directs customers to the following information:
Chair of Customer Voices, Jack McGurk, said: “I feel that Customer Voices has made great progress this year and has produced some excellent work, particularly around the community hubs and communications.
“Our work plan outlines the scrutiny reviews for 2023, which will cover quality of homes and void properties.
“We will also look to recruit new members to the vacancies in early 2023 and I look
forward to watching the group grow and strengthen.”
Jack thanked the Management and Governance Teams at believe housing for their support of Customer Voices.
More than 1,000 customers will be selected at random to share their views on the homes and key services provided by believe housing in the annual believe housing tenant perception survey.
At the most recent meeting of the Customer Voices panel, members got an overview of believe housing’s work relating to health and safety, compliance, and insurance.
believe housing is looking for customers who want to help shape homes and services in their area to join the believe housing customer voices panel.
A group which ensures customers are at the heart of decision-making at believe housing has been renamed Customer Voices. Following consultation, the membership make-up of the group is also changing.
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