Customer and Communities Committee quarterly meeting update Feb 2026
25/02/2026
Our Customer and Communities Committee came together earlier this month for a meeting, focusing on the strategies, services and performance that matter most.
Bringing together customers, Board members and colleagues, the session provided an important opportunity to review progress, explore challenges, and ensure customer voices continue to shape what we do.
The meeting updated members on organisational performance, customer engagement, and strategic programmes, including detailed reports on the Corporate Plan, performance, customer service, safeguarding, and operational risk.
Corporate Plan
An update on the Corporate Plan was given, which the group has already been involved in designing. The next steps involve agreeing on measurable indicators and finalising content for Board approval.
Performance Reporting
The quarterly performance report highlighted strong income and building safety performance, but issues with the new Total Mobile repairs system (duplicate jobs, stuck tasks) were noted. A 'lessons-learned' review will occur, and out-of-hours reporting gaps have been fixed.
Awaab’s Law improvements were also highlighted, with an update to how we make sure we are communicating with the customer when we have access issues. Performance was discussed identifying areas that might impact customer satisfaction such as repairs and contact centre pressures. A customer census is due to launch soon.
Customer and Communities Strategy
Updates emphasised the growing role of customers in service design and confirmed that we are looking at a new CRM system to help us better manage customer contacts. Some changes have been made in how we handle Anti-Social Behaviour (ASB) including buying new noise monitoring equipment, and the launch of our ASB out of hours phone line.
Estate walkabouts and inspections will be the next area of scrutiny for our Customer Performance and Scrutiny Panel. Efforts to identify "silent customers" through welfare checks and door-knocking were noted. Positive feedback was given on safeguarding improvements, with requests for more development on hoarding and case studies on early intervention.
Customer engagement updates covered retrofit awareness and low attendance at complaints sessions, members sought more case studies and clarity on leaseholder sinking funds.
Regulatory Action Plan
The UK social housing consumer standards make sure that people who live in social housing have safe, good‑quality homes, are treated fairly, and can speak up about problems so their landlord can fix them.
Discussion prompted requests for clearer explanations on timescale shifts and confirmation of customer census deadlines. Further analysis was asked for on whether investment in our homes is influencing customer satisfaction in specific neighbourhoods.
Risk discussions focused on strengthening the link between the risk register and performance dashboard, reviewing customer-facing risks (complaints/contact centre), and understanding environmental risks related to retrofit targets.
Horizon scanning highlighted future pressures including Awaab’s Law (next phase), Decent Homes 2, energy efficiency legislation, the Renters Reform Bill, and sector professionalisation.
The meeting concluded with confirmation that the updated internal audit plan will be circulated for member comments.