Our Customer Voice Partnership

Our Customer Voice Partnership (Partnership) brings together a group of customer advisors to share their views, experiences, and ideas to help shape our services. They play a vital role in how we listen, learn, and improve. Together, they provide:

• Customer influence - sharing lived experience, insight and feedback about major changes affecting customers such as new legislation, customer-related policies, plans, and strategies.
• Constructively challenge by checking how services delivered to customers are performing to support continual improvement action.
• A strong voice at a regional and local level, ensuring customers can influence and shape what matters most about where they live.   

Our Customer Voice Partnership Charter tells you more about how it works. www.muir.org.uk/customer-voice-partnership---how-it-works    

How it fits together   

Our Partnership has been co-designed with customers. It connects with our governance structure, ensuring the wider customer voice is heard at every level and has a real impact on the decisions we make.  

Our Customer Voice Partnership Structure   

Our Partnership reports into our governance through the Customer Services Committee, with a direct link to the board when needed. This ensures the customer voice is not only heard - it has real influence on the decisions we make.  

What does this mean in practice?   

• A strong, direct connection between customers and decision-makers.
• Clear accountability through the Customer Services Committee.
• The ability for customer insight to shape Board-level discussions.
• Greater influence for customers across all services.