A year in the life of Customer Services Committee

Published: 6 February 2025

Last week, we looked at what Tenant Scrutiny Panel got up to during 2024. And it’s been another busy year for our Customer Services Committee; our tenant group who act as the customer voice to SLH Board.

The Customer Services Committee first met in January 2023 to give our tenants the opportunity to be at the heart of SLH, reviewing our strategies and policies with the invaluable benefit of customer insight.

Since then, the committee has embedded itself in our governance structure and, this year, has reviewed 10 of our core customer-facing policies, covering topics from customer engagement to neighbourhood and lettings policies.

A big part of the committee’s role is to direct the work of the existing Tenant Scrutiny Panel. During 2024, the committee commissioned the panel to conduct deep dives into customer feedback, anti-social behaviour and our planned maintenance service. They also approved the panel’s terms of reference, to ensure its activities are relevant and align with our vision and values.

The committee also monitors organisational performance against our 22 strategic performance metrics, across our four key objectives of People, Place, Planet and Pound.

The committee’s work has been invaluable in helping us with compliance with the Regulator of Social Housing (RSH) Consumer Standards.

Take a look at the infographic below for more about the achievements of the committee in 2024.