Group Customer Services Committee
Group Customer Services Committee
The Group Customer Services Committee (GCSC) support the Board to ensure we provide excellent services to all our customers by:
- Shaping and influencing any customer-related strategies and policies. Approving any policies delegated within the committee’s terms of reference.
- Scrutinising and overseeing the customer experience, feedback, and insight to provide a customer perspective, creating a learning culture.
- Providing scrutiny and assurance there are effective customer involvement mechanisms in place.
- Providing an added level of scrutiny and monitoring of the performance of customer-focused services to ensure consistently high standards, safety, and value for money.
- Reviewing and monitoring consumer regulation compliance.
- Overseeing our work to make a positive contribution to the neighbourhoods and communities we serve, helping maximise quality of life.
- Providing regular assurance to the Board on the committee’s work and its scrutiny of delegated responsibility by reporting back and making recommendations.
How the GCSC links into our Governance Structure
The GCSC is made up of board members including the member responsible for complaints and the National Residents Group (NRG) Chair. The committee:
- Chair provides the Board with updates on their work.
- Can commission independent complaints learning reviews to support our positive complaints handling culture, through the Board member responsible for complaints.
- Can ask the NRG to work with us on service reviews and scrutiny tasks, reporting back their findings and recommendations.
The Regulator of Social Housing’s Consumer Standards
The Consumer Standards expected outcomes focus on how the customer voice influences decision making.
The GCSC review, scrutinise and discuss:
- How we’re performing
- What success looks like for us
- Whether we’re compliant
This helps ensure the consumer standards are at the forefront of what we do, with decisions driven by data and the lived experience of our customers.
There’s more information about the consumer standards here
Learn more about our Group Customer Services Committee members here: