Customer and Communities Committee quarterly meeting update Nov 2025
18/12/2025
Our Customer and Communities Committee came together last month for a comprehensive 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 committee reviewed ongoing work to develop the Customer and Communities Strategy, acknowledging strong progress and stressing the need to maximise engagement opportunities with partners such as health organisations. Members emphasised the importance of using these partnerships effectively to address neighbourhood‑level challenges.
It was confirmed that the social purpose element of the strategy will be explored further in upcoming sessions. The Committee also reflected on its role in shaping the strategic direction of the organisation and ensuring accountability for delivery.
Performance Report: Repairs, Voids, Neighbourhoods and Complaints
Members examined the latest performance and complaints data, offering constructive challenge across several areas of customer experience. The review highlighted the need to use insights to improve service quality and customer satisfaction.
Progress on the new performance dashboard was welcomed, with members noting that clearer, outcome‑based measures and continued data refinement will significantly strengthen future decision‑making.
Repairs and demand
The committee questioned a recent rise in repair requests and were informed that an unusually high spike in plumbing jobs (around 900 additional repairs in a single month) was the primary driver of increased demand.
This analysis helped the committee gain a clearer understanding of operational pressures and the factors influencing service performance.
Voids and turnaround times
Members raised concerns about longer void turnaround times. Contributing factors included extended drying‑out periods in certain properties, wider regulatory and sector pressures, and increased operational demands.
The Committee emphasised the need to monitor these pressures closely to ensure homes can be re‑let efficiently while maintaining quality standards.
Complaints handling
Concern was noted regarding a Stage 2 complaint that exceeded expected timescales due to its complexity. Members highlighted the importance of timely resolution and maintaining customer confidence. The committee reiterated the need for clear oversight and continuous improvement in complaints handling processes.
Neighbourhood issues
Members discussed issues involving bins and parking at West Vale. Plans are underway to work with the local authority on a solution, supported by upcoming resurfacing works. The committee recognised the importance of proactive collaboration with partners to resolve persistent local concerns.
Safeguarding: Positive progress and strengthening partnerships
The committee reviewed the quarterly safeguarding report and welcomed the level of transparency and detail provided. Questions were raised about capacity, learning from safeguarding adult reviews, and the rehousing timescales for domestic abuse cases, with updates to follow at a future meeting.
It was explained that increased safeguarding reporting reflects improved training and awareness rather than higher levels of risk. Policy changes will continue to be guided by learning from partner agencies, and further information will be provided on customers living in temporary accommodation due to domestic abuse.
Customer engagement and scrutiny
Members requested updates on leaseholder matters, including Section 20 and sinking funds, which will be brought back at a later meeting. The Committee was reminded that it helps shape the direction of future customer scrutiny work.
Recent scrutiny work has focused on anti‑social behaviour and the cleanliness of high‑rise buildings, with members encouraged to propose future deep‑dive topics.
Customer Voice: Hearing feedback and driving change
The latest Customer Voice insights and complaints trends were reviewed, with members commending the strong regional performance and the effectiveness of the team in ensuring customer feedback drives service improvement.
Discussions included how complaint satisfaction is measured, updates on complaints performance, and the role of new technology - such as mobile tools for repairs in improving service quality and strengthening evidence.
ASB and enforcement: Taking action and communicating outcomes
In the ASB spotlight session, members asked how positive enforcement activity, such as joint operations with external partners, could be communicated more widely. The Committee reiterated that eviction remains a last resort.
Evictions overview
Members requested clarification on arrears‑related evictions and were reassured that close work with national agencies helps resolve issues where benefit‑related delays are involved. Only one family eviction had taken place in the recent period.
The Committee also requested case studies to support stronger oversight, which will be incorporated into the annual eviction report.
Rent and service charges: Committee supports key decision
The Committee reviewed detailed proposals on rent and service charges and acknowledged that, although increases are challenging, they are necessary to maintain services, meet future regulatory expectations, and invest in homes.
Members discussed the importance of long‑term financial sustainability, as well as opportunities related to energy efficiency and customer support schemes. The proposal was approved.
Risk dashboard and future planning
Members requested that cyber risk and the DH2 consultation be added to the horizon scan for the next meeting. The Committee also reviewed its forward plan and noted the quality of reports and discussions. All items requiring approval were agreed, marking strong progress in future planning and risk oversight.