Our Customer Voice Committee (CVC) is a committee which forms part of our governance structure. The group is made up of our customers, senior executive and non-executive directors. We work collaboratively and have a central role to play in the key decisions Aster makes. This includes scrutinising and challenging performance, how services are delivered to customers and the outcomes of work. Most importantly, because there are customers on the committee, we bring customer voice into the business at the highest level. 

CVC member: "We look at what’s important for Aster, our customers and the community." 

CVC member: "I joined to provide a customer and community voice, create community cohesion, and work to bridge societal difference and disadvantage." 

CVC member: "It's about customer voice, collaboration, community vibrance." 

Customer Scrutiny Panel 

The Customer Scrutiny Panel (CSP) is an independent panel of customers and supports the Customer Voice Committee (CVC) which forms part of our governance structure. We meet the co-regulatory requirements of the Regulatory Standards for social housing in England. We work to provide an independent and objective assessment of services and business processes from a customer perspective. Engagement is at the heart of our work. 

CSP member: "I really get a great amount of satisfaction being the Chair and member of the CSP.  It is satisfying to know that at the end of a scrutiny exercise I have done the very best I can to improve services for fellow customers and Aster. I gain so much personally in being able to undertake this work and being an involved customer in this group, including being able to meet with staff and explain the role of the CSP." 

Designated Complaints Panel 

The Designated Complaints Panel (DCP) oversees Aster’s performance, culture approach, compliance & learning in relation to complaints handling. We challenge Aster on how it manages it complaints. This includes complaint handling timescales, how we can improve customer satisfaction, making sure Aster learns from complaints, and that the service is accessible, fair & provides a good customer journey. 

We’ve started to carry out focused deep dives into operational areas which are discussed at each of our quarterly meetings. The deep dives are delivered by DCP members via direct contact with customers and case officer. The workshops provide a good opportunity for our members to connect with customers who have been through the complaints process and want to share their experience. This helps Aster identify areas for improvement, celebrate areas that are working well & understand how well Aster is identifying capturing and actioning learning.