Our Customer Panel
We are committed to ensuring that our customers are given a wide range of opportunities to influence and be involved in the scrutiny of our performance, including making recommendations to us about how our performance might be improved.
As part of our Customer Involvement and Empowerment Strategy we have a new customer engagement and involvement menu. The menu includes different ways customers can engage and become involved with membership of our Customer Panel representing the maximum level of involvement a customer can have. Membership is geared towards those customers who want to get involved at a strategic level in the scrutiny of our services and act as a customer voice representative to help drive performance and increase customer satisfaction.
The panel will work in partnership with us to ensure resident-led scrutiny where the customer's voice is heard and used to influence and drive performance and service improvements. The panel will also provide assurance that we are conducting ourselves in an open, transparent, and accountable way.
Our Customer Panel has three core functions:
- To scrutinise – provide independent scrutiny and challenge to our landlord services, service delivery and performance with the aim of improving customer satisfaction, improving performance and achieving better value for money.
- To advise – act as a sounding board providing advice and feedback to us on a range of matters as required.
- To co-create – work with our colleagues to shape new or improved services following research and consultation.
Our panel membership aims to be reflective of the diverse customers and communities we serve and includes representation from each locality area and is inclusive of everyone regardless of sex, age, gender identity, sexual orientation, ethnicity, religion, disability, marital status, or family or caring responsibilities.
The panel will also have responsibility for overseeing our customer focus groups as a way of gathering and considering customer feedback and any local or thematic issues customers are unhappy about or want to work with us to improve. Thematic groups might include complaints, repairs, and maintenance, purchasing of new contracts, and communication.
Our recently recruited Customer Panel has a Chair and 14 members.
Our Customer Panel infographic highlights the great work that they’ve accomplished since they formed in November 2022, from helping launch our Customer Involvement and Empowerment Strategy, developing our customer working groups and co-developing a vulnerable customer policy, to awarding over £3,700 to eight community projects through GSA’s Community Impact Fund and much more.
Meet our Customer Panel Chair, Sarah Mason
Sarah is a Diversity and Inclusion Manager for a finance company and is also the voluntary Vice-Chair of Swindon and Wiltshire Pride. Sarah holds a Certificate in Management for Diversity and is a Companion Member of the Institute of Customer Service.