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. For more information about Customer Voice, please email the team.

A summary from their last meeting on 3 December 2025

Customer Voice met in December 2025 to discuss a range of important topics affecting customers. The meeting brought together Customer Voice members, Hyde staff, and observers from the Regulator of Social Housing.

Key discussion areas included:

  • Rent setting and service charges: Updates were shared on rent increases for 2026, with attention to how changes will affect different customers. Members challenged the impact of new sinking funds on some customers. The team will bear these concerns in mind when communicating about sinking funds. Additional resident consultation will take place for those with significant increases in charges
  • Tower Hamlets Community Housing (THCH) integration: Progress on integrating THCH into the Hyde Group was reviewed, with a focus on customer satisfaction. Members examined satisfaction scores and the effectiveness of recent changes.
  • Communal cleaning contracts: The group discussed the rollout of new cleaning contracts, sharing varied feedback from different areas. Again, the group will continue to monitor satisfaction to make sure that service standards do not drop.
  • Housing Perks scheme: Members welcomed the introduction of the scheme and received clarification on the scheme’s eligibility, benefits and cost implications.
  • Tenant Satisfaction Measures (TSMs): Interim results were presented, highlighting areas of improvement and ongoing challenges. Members explored reasons behind satisfaction scores and discussed the impact of Hyde’s growth and digital engagement.
  • Performance Information: Updates covered customer service, repairs, tenancy management, and digital tools. Members provided feedback on the MyAccount app and discussed the importance of maintaining standards in communal areas.
  • Scrutiny and consultation: The meeting included updates on recent and upcoming customer-led reviews, such as mobility scooter management and damp mould and condensation procedures. Customer Voice will oversee these activities and monitor the recommendations and improvement actions carried out.  
  • National Annual Conference: A member shared insights from the Residents’ National Annual Conference, emphasizing the need for independent tenant representation and innovation in social housing.

Minutes from previous meetings

Contact us if you would like older minutes.