Giving customers a voice: Meet David, Chair of the Customer Scrutiny Panel

David Conroy has been an Aster customer for 13 years and recently stepped into the role of Chair of the Customer Scrutiny Panel (CSP) – a group of customers who review Aster services and help ensure the customer perspective is heard. 

Living in Wiltshire, David spent over four decades working as a self-employed publican before becoming involved in customer engagement. 

Following health issues that led to a need to be rehoused, David became an Aster customer. Not long after, a friend who was already involved with Aster’s customer groups encouraged him to attend a meeting. 

“At first I just went along to see what it was about,” David explains. “But after that I quickly became a member of the panel.” 

Over time, David became more involved with the work of the Customer Scrutiny Panel and eventually served as Vice Chair for several years. When the previous Chair stepped down, he was asked to take on the role. 

The panel plays an important part in reviewing how Aster services affect customers. Looking at issues through a customer lens, members explore how policies and services work in practice for people living in Aster homes. 

According to David, the panel focuses on understanding “how Aster operates from a customer point of view” and whether decisions are working well for customers. 

The panel reviews a wide range of topics including mutual exchanges, antisocial behaviour, rent arrears and customer service. Members work independently to examine the issues in detail before sharing their findings. 

One of the things David values most about the panel is its independence. Made up entirely of customers, the group is able to review services openly and provide honest feedback. 

Ultimately, David hopes the panel’s work continues to help strengthen services for customers across Aster. 

And for anyone considering getting involved themselves, his advice is simple: give it a try — you never know how much of a difference you could make. 

To find out more about our Customer Scrutiny Panel and get involved please visit our website.