Customer forum
Our customer forum is a key way we make sure customer voices actively shape how we deliver, manage and improve our services.
The forum provides independent customer oversight and assurance to our Board, ensuring that customer perspectives are reflected in decision-making at the highest level.
Through the forum, customers:
- Influence decisions that affect them
- Review performance and challenge where improvement is needed
- Shape and approve key customer-facing policies
- Provide oversight and assurance on how services are delivered.
The forum also supports our commitment to the Regulator of Social Housing and the Housing Ombudsman, ensuring we meet expected standards and strengthen transparency, influence and accountability.
What happens at each meeting?
Each quarter, the forum reviews a structured agenda to provide effective oversight and challenge.
1. Customer member update
A summary of what customer members have been involved in, including scrutiny activity, training and engagement.
2. Performance and Tenant Satisfaction Measures (TSMs)
Customers review performance data, complaints, compliments and satisfaction scores and challenge us where targets are not met.
3. Engagement, involvement and scrutiny activity
An overview of how the wider customer base has engaged with us – from surveys and community activities to policy reviews and complaint scrutiny.
4. Consumer standards assurance
Each quarter, one of the four consumer standards is reviewed. The forum examines evidence, challenges officers and provides assurance to the board where compliance is demonstrated.
Quarterly highlights
- Quarter 4 – 28 January 2026
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Policy approvals
- Approved the heat network policy
- Approved the complaints and compliments policy.
Consumer standards review
- Reviewed the self-assessment against the Neighbourhood and Community Standard
- Provided assurance to the board that compliance evidence was sufficient.
Scrutiny focus: Repairs service
- Reviewed operational scale and demand
- Examined performance improvements
- Considered seasonal pressures and service challenges.
Scrutiny focus: Regeneration approach
- Reviewed the tiered structure of regeneration projects
- Discussed how success is measured
- Emphasised the importance of strong communication and community engagement.
- Quarter 3 – 22 October 2025
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Scrutiny focus: Rent convergence consultation
- Reviewed our approach to rent setting.
- Considered historical rent practices.
- Discussed the regulatory consultation and implications for customers.
Consumer standards review
- Reviewed the self-assessment against the Tenancy Standard
- Provided assurance to the board following detailed evidence review.
Forward planning
- Agreed the approach to customer involvement in the 2026/27 Consumer Standards self-assessment process.
- Quarter 2 – Wednesday 30 July 2025
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Consumer standards review
- Reviewed the self-assessment against the Safety and Quality Standard
- Provided assurance to the board that sufficient evidence had been reviewed to indicate compliance.
Scrutiny Focus: Tenant Satisfaction Measures (Mid-Year Review)
- Examined mid-year TSM performance
- Challenged areas of lower satisfaction
- Sought clarity on improvement actions.
- Quarter 1 – Wednesday 9 May 2025
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This was the first meeting of the newly formed customer forum.
- Reviewed the annual submission to the Housing Ombudsman and recommended approval to the board
- Approved the forum terms of reference
- Established the forum’s role in providing customer-led assurance and scrutiny.
Future dates
- Wednesday 22 July 2026
- Wednesday 21 October 2026
- Wednesday 27 January 2027.
