Who are Customer Voice?

Customer Voice is a group of Hyde customer volunteers. The group is our customer Board.

What do they do?

Customer Voice work in partnership with Hyde’s senior managers. They are asked about, and provide suggestions for, new and changing services. They look closely at Hyde’s performance and find ways for services to be improved for everyone. They listen to feedback from the wider resident community. If they see an issue, they ask questions and challenge Hyde for all residents. Some members of Customer Voice are also Hyde Board members.

Why not ‘observe’ a meeting?

If you’re a Hyde resident and would like to learn more, you can join a meeting to see for yourself what the group does.

Meetings are often held at our head office in London Bridge, London, but members can also join online via Zoom if they prefer. For more information about Customer Voice, please email [email protected].

Customer Voice needs new members!

If you might be interested in joining, please complete the Customer Voice application form here and a member of the team will be in touch with you soon.

A summary from their last meeting on 29 March 23

The meeting focused on planning for the year ahead, and included changes to regulation for housing associations, a new scrutiny framework and Customer Voice’s priorities. Customer Voice were joined by Paul Singleton - Strategy and Customer Insight Director and Robert Cooper - Head of Customer Involvement.

Key discussion points were:

Changes to regulation – From 1 April 2023, housing associations will have new regulations. This will include using standard survey questions for residents to see how well housing associations are delivering services. The results will be made public and include new Tenant Satisfaction Measures (TSMs) based on what residents think about their landlord.

Customer Voice welcomed this change as they felt it would improve accountability and make it easier to compare landlords. They asked Hyde to make sure that the surveys were available in different formats - and not just online - so that all residents could take part. They also asked if results would be broken down by location. Hyde staff confirmed that we are looking into how to do this. 

Scrutiny Framework proposal – as part of regulation landlords need to support and help residents scrutinise services and make suggestions for improvement. Hyde staff had prepared a proposal for a new scrutiny framework which included current best practise. This includes in-depth inquiries (previously called resident inspections) and a new Scrutiny Panel to review the TSMs survey results. The framework will also provide new opportunities for scrutiny so that more residents can take part.

Customer Voice talked through this proposal and asked to monitor progress to make sure it:

  • delivers for all residents,
  • leads to improved services,
  • maintains the integrity of resident inspections.

It was agreed to trial this new approach for 12 months.

Customer Voice Planning – this was an open discussion for Customer Voice members to talk about their priorities for the next year. These included the repairs service, Neighbourhood services review, estates services and consultation about the news Customer Involvement strategy for 2024-7.

There was also discussion about training for new members, and a workshop to look at changes to Hyde’s governance structure.

Minutes from previous meetings

If you would like older minutes please email Customer Involvement.