Customer Panel | Berneslai Homes

Article: Customer Panel

Have you heard about Berneslai Homes Customer Panel?

The Customer Panel was first launched in July 2007 and as a method of finding out customers' views on our service. The panel is a less formal, more flexible way to become involved in shaping the service we offer you.

Members of the panel can chose which panel they wish to attend as each panel will be focused on different topics of the housing service. We recognise that not everyone is interested in all aspects of the service, even so we really need to know how you feel about the areas of the service which are important to you.

Being a member of the panel is not only a good way of gaining more understanding about how Berneslai Homes works, but is also a way of meeting new people, making new friends!  Dates of the future Customer Panels are listed below:

• 5 September 2012
• 5 December 2012
• 27 February 2013

If you wish to know more about the panel and how to become a member please contact Claire Hawley, Customer Panel and Federation Advisor on Tel no 01226 240110 or email: clairehawley@berneslaihomes.co.uk

Below is the feedback from our previous Customer Panels:

• May 2012 - We held a question and answer session with our Board and SMT.  Download the May 2012 feedback.  
• February 2012 - We seeked your views on the Localism Act, what it means, and how BMBC are meeting the new legislation. Download the February 2012 Feedback. 
• December 2011 - We gave an update on the Berneslai Challenge Panels and self finacing.  Download the December 2011 Feedback.
• October 2011 - We shared our performance over the last twelve months and asked for your views on our priorities for 2011 - 2013. Download the October 2011 Feedback.
• June 2011 - Barnsley Connects shared their proposals for changes to opening hours and appointment systems at libraries and Barnsley Connects Offices and an update was given on the Berneslai Challenge Panels. Download the June 2011 Feedback.
• February 2011 - We held a question and answer time session.  Download the February 2011 Feedback.
• October 2010- We discussed our budget and asked for your views on how we can save money.  Download the October 2010 Customer Panel Feedback.  
• July 2010 - We presented feedback from the Tenants Services Authority Workshops. Download the July 2010 Customer Panel Feedback.  
• May 2010 - Steve Jagger, Barnsley Council Assistant Director of Strategic Housing introduced the concept of self financing and along with our senior officers was on hand to answer your questions and listen to your views.  Self financing offers huge changes to how the government allocates funds to local authorities to manage their housing service and may offer opportunities that will secure a strong future for you and your home. For more information visit the communication statement 26 May 2010.
• November 2009 - Download the November 2009 Customer Panel Feedback
• September 2009 - Download the September 2009 Customer Panel Feedback
• May 2009 - The theme of this panel was the Homeseeker Lettings Service.  Lettings Manager Bob Cartwright asked the panel to take part in an interactive session so that we could take account of customer views in the ongoing review of our Homeseeker lettings service.   Download the May 2009 Customer Panel Feedback.

• March 2009 - The theme of this panel was the Tenant Services Authority (TSA - the new regulator for social housing).  Their job is to to ensure that landlords deliver a quality service to their tenants and to take action against those who do not.   They are drawing up a set of standards and want to hear from as many tenants as possible so that the standards can reflect what tenants really want in a landlord. We asked the panel their views on what makes a good landlord, what makes an excellent service, how much say tenants should have in service delivery and what level of choice they should have on issues like repairs.   Download the March 2009 Customer Panel Feedback. 

• January 2009 - The theme for this panel was titled '2008 A Year Of Achievement' and our Chief Executive Helen Jaggar shared with the panel our performance and achievements in 2008.  Download the January 2009 Customer Panel Feedback.

• November 2008 - The theme for this panel was to tell you about how we plan our budget for 2009-10 and we wanted to know what part of the service you want us to spend more on and less.  The main speaker at the event was Alison Rusdale, Director of Finance.  Download the November 2008 Customer Panel Feedback.

• September 2008 - At the Customer Panel we gave you the opportunity to put questions about your housing service to our Senior Managers and the Chairperson of our Board. Download the Sept 2008 Customer Panel Feedback to see an overview of the questions which were asked and the answers given, we hope you find these useful, and help you if you have similar concerns.
• July 2008 - Barnsley Council’s Regulatory Services gave a presentation about their work and how they deal with things such as graffiti, litter, fly tipping and other environmental issues.  You asked lots of questions and BMBC tried to answer most of them on the night.  Download the summary of the questions and answers from the July 2008 Customer Panel Feedback. 
• May 2008 - Thetopic discussed was the new Homeseeker Lettings Service and we looked at how it has changed the way we let homes.  Other topics discussed were the service standards.  Download the 14th May 2008 Customer Panel Feedback.   
• March 2008 - Topics covered at the panel included: community engagement and the newly revised Anti Social Behaviour policy and procedure document. Those who attended the panel were given the opportunity to comment and to vote on whether to adopt the policy. The policy received positive feedback from the panel and has now been adopted. 
• January 2008 - Members were asked to comment on ways that they thought would improve the service offered by Berneslai Homes on environmental issues. As part of the main presentation a question was raised about the grounds maintenance contract, whether to change it to include picking up grass cuttings. The response from those present at the panel indicated that the specification should stay as it is but with more tenants being involved in the monitoring process and monitoring taking place more often than at present.  Since the panel more tenants have been recruited to assist with the monitoring process.
• October 2007 - The panel meeting focused on the Respect Agenda and our Mystery Shopping programme. A number of you who attended volunteered to become a Mystery Shopper and help us access the quality of our service.  We also asked those of you who attend the event what you thought of our Repairs Service.  The results were very positive and can be viewed by downloading the Repairs Service Survey Results.