Customer Services Committee
What does the customer services committee do?
The Customer Services Committee focus is all about tenants and making sure that we listen and respond to your voice. Their role is to offer challenge and be assured that Berneslai Homes is listening to tenants, delivering excellent services, and that where there are issues plans are in place to resolve them.
How do they hear the tenant voice?
- The committee has one tenant board member who has an equal say in the decisions made by Committee.
- Two tenants from the Tenant Voice Panel come along to Committee and give a tenant perspective on items being discussed.
- All the reports that are presented to committee have a section that must include any tenant feedback and consultation, and the difference or impact on tenants.
Can I attend committee meetings?
No, as they are private meetings.
But starting at their November 2023 meeting, committee will be holding their meetings in different community bases across the borough and will be inviting tenants and residents to come along before the meeting starts to chat and share their views with committee.
We’ll also be sharing the agenda items ahead of the meeting and then publishing a summary of the discussions and decisions made.
Up and coming meetings
Thursday 16 November 2023
Here’s what we’ll be discussing:
- We’ve asked for some detailed information about the repairs partnership, including looking at our approach to planned repairs and the communications we send to tenants.
- We’ll be discussing performance between July and September 2023, and agreeing any action where performance raises us concern.
- We’ll be hearing about the Regulator of Social Housing’s Draft Regulatory Standards, how we measure up against standards and any actions we need to improve how we deliver against them.
- We’ll be hearing your feedback from the Annual Satisfaction Survey 2023 and most importantly how we can respond to your feedback.
- We’re receiving an update from the Building Safety Resident Engagement Panel – a group of residents who meet regularly with officers to give a tenant view on building safety.
- We’ll be hearing from our Head of Asset Management about the review of our approach to investment and improvements.
- We’ll be discussing lots of things about Complaints including:
- the recent findings of Housemark’s independent assessment of our complaint handling and any actions needed to improve thing
- our self assessment against the Houing Ombudsman Complaint Handling Code
- the Housing Ombudsman’s consultation on their proposed changes to the code
If you have any questions or comments about these agenda items or would like to come along and meet committee ahead of this meeting, please email tenantvoice@berneslaihomes.co.uk
