Customer Voices Panel

What is the Customer Voices Panel?

Our Customer Voices Panel is the new name for our established Challenger Panel. Customers chose to rename the Panel so it better reflects the work they do. Customers on the Customer Voices Panel work closely with Leeds Federated colleagues to review our services and suggest areas for improvement.

What's involved?

The role

Panel members meet eight times per year. As a Panel member, you’ll:

• spend time reading and reviewing information to prepare for meetings
• work with other customers and managers at Leeds Federated to carry out reviews of services
• share where we’re doing things right and offer recommendations for improvements to the Customer Experience Committee
• offer feedback on our performance and make recommendations about how we can improve performance

Over the past two years, the Panel has reviewed and influenced key area of our policy and approach, including compensation policy recommendations as well as advocating for clearer messaging and an improved tone of voice in our communications.

The benefits of getting involved

Not only will you bring a customer perspective to the way we work but as a Customer Voices Panel member you’ll:

• benefit from training and gain a range of skills that may help you in applying for jobs or other voluntary roles
• meet other customers who, like you, also want to make a difference
• be able to access membership resources and training from TPAS (Tenant Participation Advisory Service)
• have the opportunity to join in other online discussions and share information from Four Million Homes (guidance on your rights and how to stand up for them) and Stop Stigma in Social Housing Campaign.

As well as receiving training and support, as a Panel member, you’ll also be guided by the terms of reference, role description and Code of Conduct.

Sounds great - what's on next?

In September the panel will be meeting with the Assets team to consider repairs performance and reviewing the repairs policy.

If you're interested and you'd like to come along and observe a meeting or find out more, email louise.darby@lfha.co.uk or kirsten.lomakin@lfha.co.uk