Customer Committee – November 2024 update

As the first year of the Customer Committee draws to a close, we share an update on their latest quarterly meeting, reflect back on 2024 and look ahead to new proposals.

We are delighted to announce the outcome of our recent recruitment process which saw Menha Zola appointed to the Clarion Housing Association Board and Owen Hopkins, a resident from East London, to the Customer Committee. These appointments continue to ensure our customers are at the heart of our decision-making.

At the October meeting, the committee received the latest update on Clarion's operational performance. This covered areas such as the current gas compliance position, the annual regulator review on landlord performance and the repair satisfaction levels that continue to remain above the 90% target.

There were in-depth discussions around the decant process and Clarion's current position in comparison with other landlords in the sector. Members were keen to understand the types of temporary accommodation offered and whether cost effectiveness is taken into consideration alongside the individual needs of the residents.

Members received a brief overview of the newly formed G15 Residents’ Group and the current representation from Clarion that included the Customer Committee Chair, Richard Towes.

Members also received an overview of the Social Tenant Access to Information Requirements (STAIRs) scheme and the potential impact of this on both Clarion and its residents.

Reflecting on the first year of the Customer Committee, and looking forward to 2025

The October meeting was the fourth and last meeting of the Customer Committee for 2024 since it was established in September 2023, and over the last year, members have received several updates and introductory reports on key service areas in Clarion. These meetings have helped members gain a broader understanding of customer operational areas and the challenges they face through the different senior management teams and focused sessions.

As part of the Customer Committee strategy, an annual improvement plan proposal for 2024/25 was brought to the meeting for member feedback on quarterly, monthly and ad hoc updates for items such as the Housing Ombudsman's Annual Complaints report and Impact Assessments.

Members received an overview of the recently completed Customer Committee evaluation & effectiveness outcomes that included the proposals for meetings to be increased to 6 a year, the introduction of earlier meeting times to accommodate members in full-time employment and the approach to shape the Forward Look for each meeting.

Members were supportive of these proposals and will begin the new format from January 2025.

Ensuring the committee can be proactive with its engagement with the business and feel empowered to make decisions, it was agreed a closed session at the end of each meeting would be provided for members to feedback on the discussions that had taken place.

Members had their first experience of this at the October meeting and look forward to these opportunities going forward.

Visit our Customer Committee page to find out more.