Listened to and heard within our governance
Our customer voice is listened to and heard within our governance arrangements. It influences decisions and is acted on, helping to inform the decisions we make.
Our customer voice is heard by the Muir Group Board (Board), Customer Service Committee (CSC) and Customer Voice Partnership (Partnership) in a variety of ways, with access to a range of customer insight, including:
- A Board member attends Partnership meetings.
- The Partnership Chair is a member of the CSC.
- The Board Member Responsible for Complaints (BMRC) is a member of the CSC.
- All Board reports include a customer insight and consultation.
- The Customer Voice Partnership annual report provides an overview of their activity and impact.
- Partnership and Board members engage with customers in #TheBigChat every three years.
- Board visits to regional areas and meeting customers.
- CSC scrutinise complaints, satisfaction, performance and customer voice information.
- This provides multiple opportunities to listen to the ‘unfiltered’ customer voice.
Customer Services Committee (CSC)
The CSC support the Board to ensure we provide excellent services to all our customers by:
- Shaping and influencing customer-related strategies and policies.
- Scrutinising and overseeing customer involvement, the customer experience, feedback, and insight to provide a customer perspective, creating a learning culture.
- Reviewing and monitoring consumer regulation compliance.
- The Partnership Chair is a member of the CSC.
To chat with us about getting involved, call us on 0300 123 1222 or submit your enquiry here: General Enquiries Form | Muir Group Housing Association