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.

A summary from their last meeting on 26 March 2026

Customer Voice met in March 2026 to discuss a range of important topics affecting customers. The meeting brought together Customer Voice members and Hyde colleagues. The meeting was held in person and online.

Key discussion areas included:

  • Regulatory grading outcome: Following the publication of Hyde’s regulatory gradings by the Regulator of Social Housing, which confirmed the organisation had maintained its G1 (Governance) and V2 (Viability) ratings, and achieved a C1 (Consumer) rating, the committee’s hard work was acknowledged as contributing to the positive outcomes. Members asked to be involved in the action plan following the regulator’s feedback; next steps will be shared with Customer Voice.

  • Arhag joining the Hyde Group: A progress update was provided on planned completion in early April 2026. Members asked for assurance on meeting existing investment priorities, which Hyde colleagues provided.

  • Neighbourhood model update: An overview was given that the updated neighbourhood model is now live. Members welcomed the opportunity to better understand local contacts and joined-up support.

  • Customer details update: An update was provided on a campaign asking customers to share vulnerability information and, where relevant, special category information. Members supported improving data to help shape future services and meet customer needs.

  • New Group Board and GHSC members: New appointments were confirmed to the Group Board and the Group Housing Services Committee (GHSC), including customer members. Members noted the strengthened links and ongoing engagement with Customer Voice will continue.

  • Working with institutional investors: 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.

  • Performance information: A performance update was presented across key services, including repairs, lettings and customer services. Members welcomed improvements to the anti-social behaviour (ASB) service, including work to increase neighbourhood visibility. Members suggested a deep dive look at service charges as a future agenda item.

  • Tenant Satisfaction Measures (TSMs): Interim results were shared. Members highlighted that ASB and complaints can have a strong impact on overall satisfaction, and that results for shared owners remain a priority. More analysis and a draft improvement plan will be shared with members.

  • Draft scrutiny programme 2026/27: Members received the proposed plan, covering parking enforcement, cleaning and grounds maintenance, ASB, contractors and third-party providers, tenancy services, complaints, and information governance (STAIRs). A new Neighbourhoods topic will be added to the programme, shared with the Group Housing Services Committee, and adopted at the June Customer Voice meeting.

  • Customer Voice workplan: Members discussed and agreed on how Customer Voice will shape its priority discussion areas for the year, including using focused deep dive discussions at future meetings.

  • Next steps and future meetings: Customer Voice and the Group Housing Services Committee will take place on 30 April 2026.

Minutes from previous meetings