A year of our Customer Committee
Our Customer Committee came into operation back in February 2024 and they have had a highly productive first year, giving vital oversight to key priority service areas and influencing new strategies.
The Committee is currently made up of two Board members and seven general needs, shared ownership and supported living customers from Manchester, Greater Manchester, Sheffield and Stockport. They make sure that service updates and improvements are delivered effectively with customer feedback in mind and report their findings back to Board.
What has the Committee achieved?
In the last year the Committee has made progress in a number of areas. They have:
- Influenced key strategies including Customer Experience and Asset Management with the Committee providing suggestions around content prior to Board approval.
- Reviewed performance data against targets and trends against their own lived experience and challenged areas where service is not where it needs to be. They have also driven the development of a performance dashboard, ensuring oversight of key customer service metrics. The dashboard includes performance on key service areas such as the Hub and Repairs.
- Reviewed in-depth information around the Tenant Satisfaction Measures (TSM), specifically around complaints and repairs in response to satisfaction levels. Alongside this, they received a detailed presentation from The Leadership Factor (TLF), who carry out our TSM surveys. As a result, the Committee now maintains oversight of the Repairs Review.
- Received topic sessions around Customer Experience, Customer Communications and Plumlife.
- Completed extensive training and development both in-house and with the support of the Board Development Agency.
- Met with the Insight Scrutiny Group members to understand the different roles and responsibilities of both groups, the processes in place and outcomes being achieved, with a commitment to future joint working agreed.
- Supported with the interview process for the appointment of our new Chief Executive, Alison Dean.
- Attended the Board homes tour of Greater Manchester.
What’s next?
During the 2025-26 year, the Committee has a number of priorities, including:
- Continued oversight of key areas of Policy and Strategy including review of new strategies, such as repairs, and the monitoring of progress to ensure customers are receiving the best-possible service.
- Oversight of progress against Corporate Plan activities including the Repairs Review, Complaints Review and Assets Programme.
- Receiving a demonstration on the new multi-channel communications platform being used within the Customer Hub to understand the benefits to customers.
- Reviewing the progress of the Inclusive Services Team in capturing customers’ personal information data and reviewing the service improvements being made as a result.
- Receiving further information regarding Customer Voice activities to ensure customer feedback is being listened to.
- Receiving information on Community Investment activities including how social value is promoted and how the different funds (e.g. Greater Together Resilience Fund) are used in communities.
- Hearing service spotlight presentations to look at performance and progress.
- Being involved in future recruitment of Non-Exec Directors and/or Executive Directors and reflect the customer perspective throughout the process.
Hear from our committee members:
Sam Jones – ‘I am most proud of being part of a Board/team/committee that is genuinely focussed on making real improvements for all its customers. My main priority is highlighting what truly matters to us customers and having a voice to represent how customers want time and money to be spent.’
Kimberley Borsay – ‘I am proud of the experience and knowledge I am gaining at Great Places because it has given me confidence that I can add value to the Customer Committee for the benefit of the customer. My priority is that all customers are in reach of all the support services offered by Great Places and communicated with in an honest, equal and inclusive way.’
Ali Mirzee – ‘I’m proud to work alongside a team at Great Places as a Customer Committee member, committed to listening and improving services with customers at the heart of it all. My priority is ensuring inclusivity, making sure everyone, regardless of background or circumstances, feels their voice matters and is reflected in the decisions that are made at Great Places.’
Naomi Davey – ‘I’m most proud of how our feedback and suggestions have been incorporated into the work that Great Places does. It really feels like we are all making a difference. My priorities are ensuring that agreed plans are implemented and followed up on, making sure that many types of customers are considered as part of senior decision making, especially vulnerable customers.’
We’d like to thank our Customer Committee members for their time and dedication over the last year. Your contributions ensure our customers’ voices are heard and that we’re making improvements for their benefit.
