Customer Services Committee
Membership: 4 tenants or leaseholders (2x paid, 2x voluntary) plus Board members.
Meetings: Every quarter (4 per year) for 2 hours. Please note that this is now closed for applications.
What does the committee do?
The Customer Services Committee is all about making sure we listen and respond to the tenant voice.
The committee offers challenge and seeks assurance that Berneslai Homes is:
- Listening to tenants
- Delivering excellent services
- Making sure plans are in place to resolve any issues we know about
How do they hear the tenant voice?
The Committee has two tenant Board members and four additional tenant members who give a tenant perspective on items being discussed and have an equal say in the decisions made by Committee.
All reports that are presented to the Customer Services Committee have a section that must include any tenant feedback and consultation, and the difference or impact on tenants.
Can anyone attend committee meetings?
Not usually as they are private meetings, but occasionally we may open them up for observation for anyone interested in being involved.
You’re welcome to view recent meeting agendas and summary of the discussions and decisions made below.
Customer Services Committee Terms of Reference
Meet our committee
Richard Fryer, Customer Services Committee Chair
Richard was appointed in September 2020 and is Chair of the Customer Services Committee. He was formerly an Executive Director at Karbon Homes – a regional housing association based in the North East – and is a Chartered Member of the Institute of Housing.
Before joining the housing world, Richard worked in local government in different parts of the country, including 14 happy years living and working in Barnsley.
Richard believes strongly in the role of effective governance in making sure that housing providers deliver for their residents and communities.
Cllr Neil Young, Council member
Neil Young is a councillor for the Dearne North Wars and was appointed as an elected councillor for the Berneslai Homes Board on Friday 29 May. Neil sits on the Customer Services Committee.
Neil is Barnsley born and raised, who started working as an apprentice at Barnsley Council in 1980 and worked there for 21 years.
Neil has previously worked in housing maintenance and he's interested to see the challenges of today and play a part in delivering high-quality services.
Neil spends time with his family and is also a supporter of Barnsley Football Club.
John Townend, Tenant member
John became a council tenant in Barnsley over 50 years ago, and it gave his family opportunities and stability they were deeply grateful for. That experience stayed with John.
After spending most of his working life as a heavy goods vehicle driver, John now wants to give something back by volunteering.
John supports tenant engagement and making sure tenants’ voices are heard. He’s proud to serve on the Berneslai Homes Customer Service Committee and the Housing Ombudsman Residents Panel, representing the tenants of Barnsley whenever he can.
Joan Whitaker, Tenant member
Joan is a lifelong Wombwell resident and a council tenant. She is a widow with three grown-up children and two grandchildren.
She worked as a Registered Nurse and spent most of her career in Barnsley Hospitals. Community work has always been important to her. She first got involved through St John Ambulance as a cadet and went on to become the Area Superintendent for Barnsley. She stepped down from that role around 1980 when she returned to full time work as her children grew up. Joan is also a Serving Sister of the Order of St John of Jerusalem.
After retiring from full time work in around 2004, Joan continued to volunteer right up until the COVID pandemic. She supported Friends of Wombwell Park, Wombwell Crime, and Safety Group, Wombwell Main TARA, and the Wombwell Ward Alliance. She also spent 10 years as Chair of the Barnsley Federation of Tenants and Residents and has had a long association with Berneslai Homes.
Joan is currently involved with BIADS. Her main hobby is genealogy. She enjoys working with people and wants to contribute to improving the lives of others.