Our customers, particularly those in our involved customer groups, have a strong voice in what we do, helping to shape the services we provide, letting us know where we can and should improve and helping to ensure that our customers are at the heart of our decision making.
We currently have opportunities for customers to volunteer and join our formal customer groups.
The Customer and Community Network (CCN) oversees service delivery to all our customers and receives regular reports on customer related performance, compliance and risk management, as well as reports from the Customer Overview Group and the Customer Scrutiny Panel.
Our Customer Overview Group (COG) scrutinises and offers feedback on operational performance, policy development of customer facing services, and the customer experience. It forms part of our formal customer involvement structure alongside the Customer Scrutiny Panel and Designated Tenant Panel.
Our Customer Scrutiny Panel (CSP) provides a thorough, independent and objective customer focussed assessment of our services and business processes. This is a huge benefit and of importance as the CSP undertakes its reviews of our services from a customer’s perspective.
Our Designated Complaints Panel (DCP) reviews complaints and makes recommendations about the complaint resolution and improvements for service delivery.
You don’t need any specific qualifications or experience, but if you are interested in joining one of these groups then the following qualities are important. You will:
- Be open minded and inquisitive
- Be willing and able to share your views and experiences and explore ideas.
- Share a desire to contribute for the benefit of others.
- Have a keen interest in social housing and a commitment to helping Aster grow
This is a great opportunity to give voice to our customers and influence our services. We will provide support and training wherever this is needed so that you feel confident to participate. You will need to attend daytime meetings, generally once a quarter and work with the group in between.
It is important that everyone’s voice is heard. We need to ensure that our customer groups reflect and represent the diversity of our customers.