values group renamed as customer voices

A group which ensures customers remain at the heart of decision-making at believe housing has a new name.

During the summer, we asked customers how they want us to involve tenants and leaseholders in the governance and scrutiny of our housing management service.  

Following that consultation, our Board has agreed to make some changes that will create a stronger voice for residents.  

The former Values Group has been renamed Customer Voices – because that is exactly what the panel of 12 is. 

Members carry out scrutiny tasks and are consulted about specific projects, offering valuable insight and ensuring the organisation’s core value to “do the right thing for our customers, our people and our business” is intrinsic to everything we do.  

They also receive quarterly reports on Health and Safety, insurance, and compliance, including our approach to complaints and Together with Tenants — a sector-wide initiative focused on strengthening the relationship between residents and housing association landlords. 

Customer Voices is part of a wider governance structure which helps believe housing to capture and listen to customer views and use these to shape and improve services.  

Board members also agreed to increase the number of customer representatives, from seven to eight members, and to have an extra independent member, so there will be two instead of just one.  

This will strengthen customer involvement and bring people with a different perspective and skill set to the group. 

Recruitment for new members will begin in the New Year.