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 20 February 2025
Customer Voice (CV) were joined by Kate Krokou, Chief Strategy & Transformation Officer; Matt Rhodes, Communications & Public Affairs Director; and Heidi Nicholls Customer Involvement Manager. Below is a summary of the agenda and discussions.
Customer Insight Digest and performance information
CV reviewed and scrutinised a variety of performance information including:
- Tenant satisfaction measures
- Transactional customer satisfaction.
- Key performance indicators which included repairs, complaints and property compliance.
Members also received a summary of customer involvement activities from November 2024 – January 2025.
Customer Voice planning for 2025
Following the planning day in January members received an update on how their discussions and feedback have been used, this included:
Customer Voice recruitment - members received an update the current recruitment and discussed their ongoing involvement in the process.
Rewards and incentives - Members agreed in principle to the amended rewards and incentives offer for customer involvement activities.
Scrutiny - members welcomed and agreed the proposed draft scrutiny programme for 2025.
Chairs announcement of standing down
Colleagues and members thanked the retiring chair for their commitment and dedication to Customer Voice and customer involvement.
Minutes from previous meetings
- 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)
- Minutes of the Customer Voice 3 October 2023 meeting (PDF, 200KB)