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The National Customer Group

About the Group

To strengthen governance to ensure a group approach to customer involvement, we establish a National Customer Group.

The National Customer Group will have a strategic overview and influence on critical issues, policies and strategic priorities affecting customers across affordable housing.

The Group will represent the customer's voice and work with local customer involvement groups such as scrutiny teams and ensure there is a two-way+ communication between Places for People Regulated Board and customers.

The Group will help shape and improve services while sharing best practice.

What you'll be doing

The National Customer Group members are customers of the landlords and will contribute to:

  • Influence key issues, policies and priorities affecting the customer experience across the landlords in the Places for People Group.
  • Work alongside local customer involvement groups such as scrutiny teams and ensure their voice is heard at the NCG.
  • Be a crucial part of the two-way communication between the Places for People Regulatory Board and Affordable housing customers.
  • Share best practice across the landlords and assist in re-shaping and improving services for a better customer experience.

The National Customer Group members will:

  • Promote the involvement of customers across affordable housing.
  • Ensure a customer voice on key service issues, policies, and strategic priorities.
  • Offer recommendations for improvements and highlight areas of best practice.
  • Work with staff to check that services meet customer and business priorities.
  • Give customer feedback and recommendations for improvements to the Regulated and Group Boards.
  • Monitor the improvements and keep customers informed.

Member qualities and skills

The qualities of a National Customer Group member include:

  • A commitment to customer involvement focuses on outcomes and a desire to improve services in affordable housing.
  • A passion for social housing and support our Customer Voice Strategy and Promise.
  • To have the ability to think strategically about Policies, Processes and Procedures across the business.
  • Objectivity in the approach to reviewing and monitoring Policy, Process and Procedures.
  • Awareness of equality, diversity and inclusion issues in the policy context
  • The ability to communicate in a constructive, positive and helpful manner.
  • Working with others to achieve shared aims; to be a team player.
  • The ability to see beyond their own experiences.
  • A commitment to continuously learn and developing their skills and knowledge of social housing.

Training and support

All involved customers will be encouraged and supported to take advantage of the Tenant Participation Advisory Service (TPAS) training seminars, round table discussions and the wealth of information available to members.

We will also be able to provide support and advice to help you access the training you need.

Eligibility

Customers from Castle Rock Edinvar, Chorus Homes, Cotman Housing, Derwent Living, Places for People Homes and Living Plus are welcome to apply to be a member of the National Customer Group. 

Unfortunately, we cannot consider your application if:

  • We are taking legal action against you, or you are in a legal dispute with Places for People or any of the subsidiary companies within the Group.
  • You are employed by Places for People or any of the subsidiary companies.
  • Fees and expenses

This role is a voluntary position, and you may be entitled to claim any reasonable out of pocket expenses related to your involvement activities in line with our Expenses Policy.

There may be some travel required and possibly overnight stays. Your local customer involvement contact will arrange this.

Membership

Membership will be reviewed on an annual basis.

 

We invite customers to join our new national and local panels.

Are you interested in finding out more? You can read about the roles by clicking below and apply using our simple form.

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