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. 

If you're interested in joining Customer Voice, sign up to our Customer Collective to receive more information.

Hear from John, the Customer Voice Chairperson.

A summary from their last meeting on 17 June 2026

Customer Voice met in June to discuss key topics affecting Hyde customers. The hybrid meeting brought together Customer Voice members and Hyde colleagues.

Key discussion areas included:

  • Business and service updates: Members heard updates from across Hyde, including support for customers through school uniform vouchers and scholarships, updates on Arhag becoming part of Hyde, work to reduce missed appointments and improvements to the decant service.

  • Performance and customer satisfaction: Members discussed how Hyde measures and improves performance. They asked how complaints are assessed and explored whether the focus should move from complaint numbers to how quickly issues are resolved. They also discussed repairs performance, including completion times, communication and appointment scheduling. Members asked for clearer performance measures, including what it means to ‘respond’ to anti-social behaviour and hate crime cases, so they can better understand the difference between making contact and taking action.

  • Tenant Satisfaction Measures (TSMs): Members reviewed progress against the Tenant Satisfaction Measures and it was agreed the final action plan to support ongoing improvement would be shared with the group.

  • Anti-social behaviour spotlight discussion: Members discussed the Vice Chair’s spotlight report, which included wider customer feedback. Communication and managing expectations were identified as key areas for improvement. Members and colleagues discussed how Hyde can improve its response, including identifying hotspots, strengthening partnership working and keeping customers better informed. These areas will help shape the upcoming scrutiny review.

  • Hearing from more customers: Members shared feedback from recent involvement activities, including suggested improvements to the MyAccount app, such as translation features and accessibility.

  • Customer feedback influencing services: An update was shared on the joint venture with L&G. Members asked for clearer customer communications and an explanation of the joint venture structure will be provided for Customer Voice.

  • Looking ahead: Members agreed future priorities, including a scrutiny review into anti-social behaviour and future spotlight topics such as complaints.

Minutes from previous meetings