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 work in partnership with Hyde’s senior managers. They are 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 [email protected].
Customer Voice needs new members!
If you might be interested in joining, please complete the Customer Voice application form and a member of the team will be in touch with you soon.
A summary from their last meeting on 3 December 2024
Customer Voice (CV) were joined by Kate Krokou Chief Strategy & Transformation Officer, Katerina Birkland Head of Rent & Service Charges and Heidi Nicholls Customer Involvement Manager. Below is a summary of the agenda and discussions.
Rent and service charges
Customer Voice received an update on rent setting for 2025/26, service charges and the introduction of provision funds across Hyde’s portfolio. Members questioned the introduction of provision funds and highlighted the impact of increased costs on customers. Key points were:
- Members are keen for there to be transparency and clear communication to customers about the introduction of provision funds
- Improvements to the service charge process were welcomed by CV members.
Complaints performance
Customer Voice reviewed performance information on the complaints service. The information was welcomed by members after their previous request for more detailed information. Key points were:
- Understanding how Hyde review key themes and trends with the current categories.
- CV requested regular updates on complaints performance.
Customer Voice planning and recruitment
Customer Voice members discussed reviewing aspects of the group including the term of reference and recruitment of new members. Key points included
- CV members to be involved in the recruitment of new members
- Organising a planning day for CV members and Hyde colleagues
Customer insight digest:
CV reviewed an update on tenant satisfaction measures and transactional customer satisfaction surveys. They reviewed a summary of customer involvement activities from September and October 2024.
Minutes from previous meetings
- 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)