Who are Customer Voice?

Customer Voice is a group of Hyde customer volunteers

The group is our customer board

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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 20 August 2025

A full complement of 14 members joined this hybrid Customer Voice (CV) meeting - 8 in person and 6 online - including a newly recruited tenant from Erith.

Agenda items

Strategic business updates:

  • Service changes: Members were briefed on and raised concerns about changes to advice services
  • Group Housing Services Committee (GHSC) and Board recruitment
  • Strategic Plan 2030: Members discussed key focus areas of the plan
  • Housing Ombudsman (HOS) P49 update: including progress on service improvement commitments
  • Performance: reviewed performance including TSMs and the insight digest
  • Terms of reference: reviewed and agreed the draft terms of reference for both Customer Voice and GHSC
  • Homeownership engagement plan: reviewed the plan, timeline, and terms of reference
  • Scrutiny update: reviewed the policy framework which has been streamlined and simplified following their previous feedback
  • G15 residents’ group update: received an update from this cross-landlord strategic resident group
  • GHSC: a member highlighted a topic for GHSC consideration and assurance
  • Elections for permanent CV Chair & Vice Chair: agreed a timeline for this election

Key outcomes of this meeting:

Service improvements: Members welcomed the significant progress made on the Housing Ombudsman action plan, with notable improvements in service delivery.

Tenant satisfaction: CV reviewed the latest satisfaction data and shared positive feedback on the usability of MyAccount. They encouraged the work underway to better understand satisfaction across different areas and groups.

Clearer governance: The group agreed to updates proposed to the terms of reference for CV and GHSC, strengthening transparency and accountability.

Homeowner engagement: The group welcomed and agreed plans to re-establish a formal Homeowners’ Group. Members recognised that homeowners have a unique relationship with Hyde. A clear plan, timeline, and terms of reference were agreed, and 3 CV members volunteered to join and support the setup of the group.

Leadership Elections: The group agreed a timeline for electing the next Customer Voice Chair and Vice Chair, ensuring strong future leadership.

Scrutiny update: In response to previous CV feedback, Hyde has streamlined the policy review framework, making it easier for customers to engage in. This was approved, and two members volunteered to support the first review - of the damp and mould (DMC) policy.

Minutes from previous meetings

Contact us if you would like older minutes.