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 23 April 2025
Customer Voice were joined by Kate Krokou Chief Strategy & Transformation Officer, Neal Ackcral, Chief Operating Officer and John Carmichael, Risk & Governance Director. A new interim chair and vice chair were confirmed, and 9 new resident members were welcomed to the group.
Here is a summary of agenda items and discussions:
Strategic business updates
The Chief Strategy & Transformation Officer and Risk & Governance Director provided updates on key business areas including the partnership with Tower Hamlets Community Housing (THCH) and Housing Ombudsman service paragraph 49 action plan update. Customer Voice members welcomed their role in monitoring the paragraph 49 action plan and questioned the potential impact of the THCH partnership.
A draft Hyde Group Strategic Plan for 2025 - 2030 was shared and members provided feedback on the messages and content.
Performance information and customer insight digest
Customer Voice members reviewed and scrutinised performance information including:
- Tenant Satisfaction Measures (TSMs) and associated action plans
- Transactional customer satisfaction
- Key performance indicators which included repairs, complaints and property compliance.
The Chief Operating Officer provided an end of year update and answered questions from members on service performance.
Customer Involvement
Members reviewed the customer involvement strategy delivery for 2024/25 and engagement activities for February – March 2025.
Members gave feedback on the draft training and induction plan for new members
Minutes from previous meetings
- Minutes of the Customer Voice 23 April 2025 meeting (PDF, 175KB)
- Minutes of the Customer Voice 20 February 2025 meeting (PDF, 142KB)
- Minutes of the Customer Voice 3 December 2024 meeting (PDF, 157KB)
- Minutes of the Customer Voice 22 October 2024 meeting (PDF, 201KB)
- Minutes of the Customer Voice 20 August 2024 meeting (PDF, 220KB)
- Minutes of the Customer Voice 25 June 2024 meeting (PDF, 177KB)
- Minutes of the Customer Voice 23 April 2024 meeting (PDF, 177KB)
- Minutes of the Customer Voice 20 February 2024 meeting (PDF, 223KB)
- Minutes of the Customer Voice 6 June 2023 meeting (PDF, 152KB)
- Minutes of the Customer Voice 29 March 2023 meeting (PDF, 140KB)
- Minutes of the Customer Voice 31 January 2023 meeting (PDF, 143KB)