Who are Customer Voice?

Customer Voice is a group of Hyde customer volunteers

The group is our customer board

Customer Involvement Feedback 2025

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.

Meetings are usually 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 22 October 2025

A full complement of 14 members joined this hybrid meeting and 1 resident representative from the G15 resident group – 9 in person and 6 online.

Agenda items

Strategic Business Updates:

  • Service changes: Members reviewed the updated service charge process and improvement plans for repairs and homeownership services
  • Grounds Maintenance: Update shared on Pinnacle contracts now live and communication plans
  • Performance: Reviewed TSM 2024–25 results, Tower Hamlets Community Housing (THCH) integration progress, and shared the Annual Financial Statement for transparency
  • Scrutiny and involvement update: reviewed Draft Damp and Mould (DMC) and No Access policies for feedback before publication and briefed on new “Customer Collective” initiative to improve access and communication on involvement offer
  • G15 residents' group: Updated on the group’s national campaign work and invited to apply for a representative vacancy
  • GHSC: Members were invited to submit topics and customer stories for upcoming meeting
  • Addressing stigma & equality: Discussed new partnership with the HouseProud Pledge supporting LGBTQ+ equality and participation in the campaign to challenge negative perceptions of social housing - Stop Social Housing Stigma Campaign

Key Outcomes of this meeting:

Service Improvements: Members welcomed changes although asked for more flexible repair slots and raised concerns about SMS cancellations; evening/weekend trials agreed and cancellation text updates to be reviewed.

Tenant Satisfaction: Members asked for more detailed TSM reporting. Future reports will include qualitative and contextual feedback and clearer performance insights.

Governance & Equality: Update shared on Hyde’s work with The HouseProud Pledge to promote LGBTQ+ equality. Members agreed to amend the Terms of Reference to include protected characteristics and two members volunteered to support the initiative.

Scrutiny: Members reviewed the revised Damp & Mould and No Access policies; two volunteered to help shape final versions. A further Damp & Mould review with residents planned for early 2026.

Customer Involvement: Members welcomed the new “Customer Collective” for flexible involvement and improved communication. All members will receive invites and updates.

Grounds Maintenance: Update shared on new Pinnacle grounds maintenance contract now live and communication plan; concerns raised about noticeboard access - updates and contract specifications will be shared online and on noticeboards.

GHSC & Board Links: Members invited to share experiences for “Customer Story” and suggest future priorities. Key concerns will be raised at the next GHSC meeting.

Training & Future Planning: Further training offered, including HQN Residents’ Network Annual Conference and governance training (Four Million Homes). Future meeting dates agreed, including a review of CVs’ working practices and priorities to ensure resident feedback shapes Hyde’s strategic focus.

Minutes from previous meetings

Contact us if you would like older minutes.