This short video provides an overview of the Customer Committee Meeting from September 2026.
Executive Director’s Update
The Committee reviewed performance across customer services, neighbourhood management and customer engagement. Discussions focused on anti-social behaviour (ASB), customer satisfaction, tenancy sustainment and neighbourhood plans. Members were updated on improvement work underway and noted that customer satisfaction surveys will include a greater level of person-led engagement in future.
Tenant Satisfaction Survey Approach
The Committee considered proposals to change how Tenant Satisfaction Measure (TSM) surveys are carried out. Following discussion, members supported a balanced approach that would increase opportunities for direct conversations with customers while maintaining the ability to compare results over time. The Committee recommended a future survey split of 60% digital and 40% telephone responses.
Tenant Scrutiny Review
Members reviewed the findings of a tenant scrutiny review focusing on vulnerabilities and disabilities. The review identified positive progress and highlighted further opportunities to improve accessibility, staff awareness and support for customers. The Committee approved the recommendations arising from the review.
STAIRS Policy Update
The Committee received an update on preparations for the introduction of the Social Tenant Access to Information Requirements (STAIRS). Members reviewed proposed policies and discussed how information can be presented in a clear and accessible way for customers. The Committee recommended the policies for approval, subject to minor amendments.
Responsive Repairs Policy
The Committee considered the updated Responsive Repairs Policy, including repairs timescales, support for vulnerable residents and arrangements for shared owners. Members approved the policy subject to some additional clarification and customer-friendly information being included.
Performance and Customer Assurance
Quarter 1 performance was reviewed, alongside customer-related risks and assurance information. Members welcomed the continued focus on customer voice and engagement and noted the ongoing development of performance dashboards.
Complaint Handling
The Committee reviewed the annual Complaint Handling and Service Improvement Report and considered the organisation’s compliance with the Housing Ombudsman Complaint Handling Code. Members noted the positive self-assessment and recommended publication of the report.
Customer Engagement and Community Support
Updates were received on Jigsaw Rewards, the implementation of tenant scrutiny recommendations, the Transparency, Influence & Accountability Standard, and the Jigsaw Foundation and Hardship Fund. Members discussed resident engagement, community investment and support available to customers facing financial difficulties.
