Better Social Housing Review | 5
Recommendation 5
Housing associations should work with all tenants to ensure that they have a voice and influence at every level of decision making across the organisation, through both voluntary and paid roles.
What Pine Court Housing Association has done to date
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We have a robust Customer Voice Framework approved by the Board, that continues to build on our recent successes in engaging customers and tailoring services to individual needs. We’re committed to using customer data intelligently to support tenancy sustainability, provide targeted support, and maximise the impact of our investment program.
We offer accessible opportunities for customers to shape our services overall and in areas of specific interest. We want our customers to know their voices matter. Every interaction, no matter how small, is a valuable learning opportunity. By listening to our engaged customers, we’ve realised shared aspirations and goals. We look forward to continued collaboration to achieve these objectives together.
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The Pine Court Housing Association team have access to a dedicated Customer Experience Team structure, ensuring that we provide excellent services to our customers and fulfil all of our customer voice promises and expectations. This team contains roles which are key to gathering and understanding customer intelligence, these include:
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- Customer Experience Lead
- Complaints Co-ordinator
- Customer Voice Co-ordinators
- Outbound Survey Assistants
- Customer Intelligence Assistant
- Customer Experience Manager
The Customer Experience Team led by the Head of Customer & Business Transformation and reporting directly to the Managing Director for Housing, produce triangulated intelligence reports that can be used to identify areas for service improvement and provide assurance to Customers and the Board.
Through the support and work of the Customer Experience Team and the collective effort with all our staff and customers we continue to deliver a number of improvements to our customers’ experience.
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To ensure there is an effective and regular dialogue between the Customer Empowerment Panel and the Board, a series of regular meetings have been scheduled between the Chair of the Pine Court Housing Association Board and the Chair of the Customer Empowerment Panel.