Who are Customer Voice?

Customer Voice is a group of Hyde customer volunteers

The group is our customer board

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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 works in partnership with Hyde’s senior managers. They're 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 the team.  

A summary from their last meeting on 17 June 2025  

Regulatory Update: Members were briefed on the Social Housing (Regulation) Act 2023 and Awaab’s Law. Concerns were raised about added financial pressures and the importance of effective vulnerability assessments. A resident-led vulnerability toolkit was proposed and supported for further exploration.​

Governance Review: Positive feedback from the recent governance review was shared, highlighting improved representation and communication. Proposals for permanent chair and vice-chair roles will be revisited in August, with plans to separate these roles from formal board positions to widen eligibility. Recruitment for board and committee roles is underway.

Complaints Service (HOS Paragraph 49): Members received an update from the Customer Operations Director and the Head of Customer Experience on the progress against the complaints action plan developed in response to Paragraph 49 of the Housing Ombudsman Service report. Improvements include clearer definitions, updated website content, and new performance tools. Members challenged areas needing faster response times and welcomed the continued focus on improving complaint handling.

Performance updates: Customer Voice members reviewed and scrutinised performance information including:

  • Tenant Satisfaction Measures (TSMs) and a discussion with the Lead Customer Researcher on the TSM methodology
  • Transactional customer satisfaction. Concerns were raised around low satisfaction with ASB services and the need for clearer service standards and case updates
  • Key performance indicators which included repairs, complaints and property compliance.  

New customer website: Members praised the new website for improved structure and accessibility, with brief feedback on chatbot capabilities. There was feedback and discussion about finding a balance between group wide and local information.

Customer Involvement and Scrutiny: Members received an update on the Customer Involvement scrutiny framework. Members welcomed a more structured approach to policy reviews and discussed plans for future scrutiny topics, including mutual exchange, damp and mould, ASB, and tenancy services. A CV scrutiny sub-group and annual planning day are being considered.

Minutes from previous meetings

Contact us if you would like older minutes.