Customer Council Meeting Summary

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The 'news feed' section on this page provides a summary of each Customer Council Meeting - if you would like any further information please contact Your.Voice@MTVH.co.uk



The 'news feed' section on this page provides a summary of each Customer Council Meeting - if you would like any further information please contact Your.Voice@MTVH.co.uk



  • Customer Council Meeting - 18th November 2023

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    For our last meeting of 2023, the Customer Council met at The Johnson Building, Farringdon on 18th November with members attending either in-person or online. This was a planned meeting with a busy agenda and the following topics were discussed:

    Chair’s update including update from CSC (verbal)

    Our Customer Council Chair provided the Customer Council with an update regarding what had been discussed at the most recent Customer Services Committee (CSC) meeting. The Chair informed the group that at CSC the back-to-basics framework was discussed and that the back-to-basics information was well received by CSC. It was agreed in this meeting that the feedback following on from this back-to-basics cycle will be shared with Customer Council members in due course.

    Customer Services Update

    The Executive Director of Customer Service at MTVH gave the Customer Council members an update of what has been going on behind the scenes at MTVH, including the recent Customer Services restructure and the current vacancies across

    Regional Chairs’ Update

    All three of our Regional Chairs provided the Customer Council with an update regarding what was discussed at their most recent Regional Panel meetings. The Chair of the North London Regional Panel advised the group that the North London panel is now full, following a successful recruitment drive. There was also discussions around building safety and security within apartment blocks. In our Midlands Region, the panel is now also full, following another successful recruitment drive. There was also a discussion held regarding building safety and workmen from MTVH having awareness regarding residents with disabilities. Our South Region have one vacancy on the panel left to fill yet still having a very successful recruitment drive.

    Back to basics discussion – building safety

    This quarter, all the Regional Panels and our Customer Council members were asked to discuss the topic “How satisfied or dissatisfied are you that MTVH provide a home that is safe?” from the Tenant Satisfaction Measures Standard. This feedback from this discussion will be collated and shared by the Customer Council Chair to the Customer Services Committee to highlight areas of satisfaction and concern for residents across the organisation. Key themes across all areas related to contractor awareness, communal area maintenance and repairs communication with MTVH.

    Continuous Learning Scrutiny Review update

    The Customer Engagement Manager updated the Customer Council on the current work across our three regions to complete three collaborative scrutiny reviews, with residents and MTVH colleagues attending. The topics selected for this scrutiny review were selected by our Customer Council members in September and these topics are: Lessons learnt - The end of a maintenance contract, MTVH Colleague Induction and The role of estate inspectors and how we would like to see this role implemented. The recommendations from these reviews will be shared at the June Customer Council meeting with the Customer Council members.

    Looking ahead to 2024 – What do the Customer Council want to achieve

    Finally, at the end of the meeting, the Council discussed collectively what the Customer Council would like to achieve in 2024. The key themes that came out of this discussion were that the Customer Council would like to look at how MTVH communicates with residents, the Customer Council also agreed that it would be beneficial to look at what the Customer Councils shared vision and end goal is. The Chairs of our three Regional Panels also discussed potentially extending the times of their Regional Panels as they have recently identified that the slot they currently have is not long enough to have productive discussions.

  • Customer Council Meeting - 15th August 2023

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    Our mid-summer meeting of the Customer Council took place online on the evening of Tuesday, 15th August. This meeting was the first to follow the customer developed "back to basics" format with topics selected by the Customer Council members for discussion and at least 50% of the agenda kept free for open conversation and feedback to MTVH colleagues. This meeting also introduced a new approach to recording actions agreed at meetings, our "you said, we did, you felt" log, which will capture not just the actions from meetings but what has been done and whether or not Council members are satisfied with the response.

    Feedback following CRM customer information session

    At the start of the meeting, Council members shared their feedback about the recent online information session for members of the Regional Panels and Customer Council about the new CRM (customer relationship management) system being introduced to MTVH from October this year. Members reported that they found the session informative and were happy with the approach taken but did ask that future sessions consider having various speakers and sharing the slides in advance for customers to read. A future information session about MTVH online services is planned and will take into account the feedback from the Council members.

    Chair's update from Customer Services Committee

    Pamela, our Customer Council Chair, provided an update to the Council about what had been discussed at the recent Customer Services Committee meeting which Pamela attended. The Committee approved the newly published Residents' Annual Report which members of the Customer Council, Regional Panels and Residents' Associations had helped to form.

    Updates from Regional Panel meetings

    Each of our Regional Panel Chairs shared a brief update of what had been discussed at their recent Regional Panel meetings. In our North Regional Panel, a Chair from a local Residents' Association attended the meeting to advise the Panel members about what the Association does in the local community and to share feedback to the Panel members. The Chair of the Midlands Regional Panel advise the Council that work had been underway in his region too to encourage the formation of Residents' Associations with 3 groups formed in recent months.

    Back to Basics quarterly discussion

    This quarter, all Regional Panels and Customer Council were asked to discuss the topic "keeping homes in good repair" from the Tenant Satisfaction Measures Standard. The feedback from this discussion will be collated and shared by the Customer Council Chair to the Customer Services Committee to highlight areas of concern and satisfaction for residents across the organisation. Key themes across all areas related to communication of repairs and variety in contractor performance.

    Following on from the discussions the Customer Council have asked for an overview of the process MTVH follow when there is a serious event such as a power cut or water supply issue that affects residents for a significant period of time. The Head of Customer Voice will be sharing this with the Council members before the next meeting.

    Continuous Learning Scrutiny Reviews (CLS)

    The Customer Council voted on topics for the next cycle of CLS during June and at the meeting they were shown the long list of topics suggested. The Council will now vote on the top three topics for review during August with the first CLS review of this cycle beginning in October.

    The next Customer Council meeting will take place in London on Saturday 18th November 2023.

  • Customer Council Meeting - 3rd June 2023

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    The first Customer Council meeting of the new financial year was a busy one. We have had a new Chair join us, Pamela, who has worked with the Chairs of our three Regional Panels to develop a new approach that will link all of our customer groups together while still keeping the local focus in our Regional Panels and the national focus within the Customer Council.

    Back to Basics

    During March this year, all members of the Customer Council and Regional Panels completed the involved customer annual effectiveness review. This review helps our Chairs and Customer Voice team to understand what's working well and what needs to be done differently to enable our customer groups to be effective in representing the voice of MTVH residents. The review identified that lots of good work had been completed in the past 12 months but that the Regional Panels and Customer Council felt that they weren't joined up and wanted to find a way of working together more effectively, to really amplify customer voices across MTVH. The Back to Basics approach was designed by the Chairs of each customer group and will see customers in each region and on the Customer Council discuss a particular topic each quarter. The feedback from each Regional Panel will be shared with the Customer Council and then the combined feedback from all groups will be shared by the Customer Council Chair with the Customer Services Committee, a sub-committee of the MTVH Board. The Customer Council will vote on the topics that can be discussed as part of this approach during June.

    Back to Basics also means a change in approach to how our customer group meetings are run. From next quarter, all agendas will have a 50:50 focus, 50% of the time for presentations or engagement on MTVH topics, 50% for open discussion with group members sharing their views and experiences. We are all really looking forward to seeing the new approach in action and hearing the feedback on the first discussion topic in the months.

    Update from Geeta Nanda, CEO

    The Customer Council heard from Geeta Nanda, MTVH CEO, during the meeting. Geeta shared her thoughts on the importance of the Council and Regional Panels and how these groups had impacted decisions within MTVH such as our submission to the Department for Levelling Up Homes and Communities about the Social Housing Rent Cap consultation and Tenant Involvement and Empowerment Standard consultation, both of which contained direct feedback from our Customer Council members. Geeta also praised the Customer Council and Regional Panel members for their contribution to the development of and participation in our new approach to scrutiny, Continuous Learning Scrutiny Reviews, and highlighted some of the recommendations she has seen coming through from these reviews.

    A member of the Customer Council asked Geeta what one things she would want to see being done at MTVH to improve customer experience with our services. Her reply was well received - for all MTVH colleagues to work on keeping our customers informed, even when there is no new information, just remember to keep communicating. All colleagues have been shared this answer and there is a lot of work taking place to make sure that communication with our customers is improved.

    Update from Kush Rawal, Executive Director of Customer Services

    Kush joined the Customer Council meeting and provided an update on an internal project that Council members had previously been involved in, the Right Side Up project. This project aimed to enable our Local Housing Managers and front-line colleagues to be more visible and contactable by customers. Kush shared the milestones that had been achieved in the project including the delivery of the Customer Hub, our team that respond to housing related phone calls, emails and digital contacts, allowing our Local Housing Managers to have more time to spend with customers in their areas. There has been a big increase in demand for these services with the Customer Hub receiving 15,000 calls and 4,500 emails in May alone.

    The Council were told that there is more work to do within the Right Side Up project and that the project will continue to evolve as the needs of our residents change. Kush shared information about the work our Assessment and Support and Empowering Futures teams have delivered to support residents since the Right Side Up project was implemented. These include helping nearly 2,000 residents in financial hardship in the past year and ensuring residents had access to warm spaces during the winter.

    Continuous Learning Scrutiny Review Progress

    Finally, Nisha Aslam, our Customer Engagement Lead, shared an update with the Customer Council about the progress of our Continuous Learning Scrutiny (CLS) Review cycle. The first cycle of the CLS reviews is nearing completion with the recommended actions being confirmed at the moment. Our next cycle of CLS reviews is now beginning and the Customer Council are currently voting on which topics should be scrutinised this coming year. There's more information about our Continuous Learning Scrutiny Review process here.

    Our next meeting is due to take place online on 15th August however this date may be subject to change based on Council member availability.

  • Customer Council Meeting - 21st February 2023

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    Our first Customer Council meeting of the new year and the final one of the financial year took place online via Teams. We had a jam-packed agenda to talk through as always. Here is a summary of some of the discussions had:


    Update from Customer Service Committee

    The Chair of the Customer Council is also a member of our Customer Service Committee, a sub-committee of the MTVH Board. The Chair advised the Council members about what had been discussed at a recent meeting of the CSC including an update on the Customer Experience Strategy and ongoing work to make sure that the response to any damp and mould reported by customers in their homes is effective.


    Regional Panel Updates

    Each of the Regional Panel Chairs provided an update about what has been discussed in their regional meetings. In the South Region there had been positive discussions following a presentation from the regional Head of Housing about work underway to respond to anti-social behaviour. Discussions were also held with regional repairs colleagues about how they are responding to customers with concerns about damp and mould in their homes and about the impact of the cost of living increases on local residents. In our Midlands Region the Panel met with the Regional Director of Housing and had a general discussion about customer experience in the region, discussing works underway and how these will positively impact local residents. Our North Region met with their regional Head of Housing and regional repairs leads as well as the MTVH Lettings Operations Manager to talk about a new approach to mutual exchanges which will allow residents to follow their mutual exchange through an online system.


    Continuous Learning Scrutiny Reviews

    Our Customer Engagement Lead, Nisha, updated the Customer Council on the work underway across our three regions to complete three collaborative scrutiny reviews with residents and colleagues. Each of the three topics were selected by our Customer Council in September and the results and recommendations from the reviews will be shared with the Council at our next meeting in June.


    Customer Voice Framework Progress

    Finally, Lynda, our Head of Customer Voice, give an update to the Customer Council about progress so far on the Customer Voice Framework delivery plan. All actions outlined in the Framework are now underway and as priorities for customers are changing, some additional activities are being undertaken. A highlight of the update was about the work being done to increase the number of customers we hear from through a series of listening activities that are in progress at the moment. Some of the listening activities being completed are hearing from customers who have never been involved in MTVH customer engagement before and are working on improving our lettings experience, our new mutual exchange system and supporting our residents who experience domestic abuse. There will be many more opportunities to take part in a listening activity in the future and for customers who are interested in this, they can email yourvoice@MTVH.co.uk to find out more and register their interest in taking part.


    The next meeting of the Customer Council will take place, in person in Nottingham, on 3rd June.

  • Customer Council Meeting - 19th November 2022

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    November's Customer Council meeting was held online via Teams. There were two meetings of the Council held in November with an additional meeting taking place on 9th November via Teams with colleagues from our Insight team. This additional meeting was to allow members to ask questions about how we measure customer satisfaction at MTVH as a formal discussion about this took place in our planned meeting on 19th November.

    As always, there was a full agenda for meeting and here is a summary of some of the items discussed:


    Update from Customer Service Committee

    The Chair of the Customer Service Committee (CSC) attended the Customer Council meeting and provided an update with the Ahunna, our Customer Council Chair, about what the CSC has been focusing on. This included information about how we respond to damp and mould reports in customers' homes and how feedback from customers through surveys, complaints and customer groups was being brought to the CSC to help them make decisions about MTVH services.


    Regional Panel Updates

    Each of the Chairs of our three Regional Panels provided an update from their regions. The Midlands Region had recently heard from the Head of Customer Accounts and Lettings about the work of her team to improve support for residents receiving Universal Credit. This region had also heard from the Specialist Complaints Lead about new training for MTVH colleagues to assist with complaint handling. In our North London Region, the Chair shared that she had provided a response to the Social Housing Rents Consultation which had been discussed at September's meeting and that her region had heard from their regional Complaints Lead about how her team is learning from customer feedback through complaints. In the South London Region a discussion had been had about the effects of anti-social behaviour on local residents with the Regional Director taking this feedback forward to engage with local community partners. There was also a discussion about the mutual exchange procedure with the Lettings Operations Manager.

    All three Regional Panels also discussed the upcoming Continuous Learning Scrutiny Reviews taking place across the three MTVH regions in the next 3 months.


    Monitoring MTVH Performance

    Following on from our additional meeting on 9th November, the Customer Council considered options for how they can monitor MTVH performance on customer-centred services. The Council discussed the options and agreed to vote on their preferred option during December. The result of this poll will be shared at the next meeting in February.


    Customer Voice Framework Progress
    Lynda Davis, Head of Customer Voice, shared an update with the Customer Council about progress so far on the Customer Voice Framework. There are 11 actions within the Framework and 10 of these are already underway. The YourVoice@MTVH online platform is one of these actions.



  • Customer Council Meeting - 24th September 2022

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    Our Customer Council met at the Clapham Park Cube Community Centre on 24th September with members attending the meeting either in person or online. This was a planned meeting of the Council with a full agenda of items to be discussed:

    Updates from Customer Service Committee, Regional Panels and Service Charge Group

    The Council were given an update from the Chair about the recent meeting of the Customer Services Committee which is a sub-committee of the MTVH Board focused on delivery of services to our residents. Each of the Regional Panel Chairs also gave an update to the Council about their recent Panel meetings.

    Reporting on how we are doing

    A discussion was had about a new format for presenting performance information to the Council. This format had been developed through discussions with each of the Regional Panel Chairs during the summer months and focused on providing clearer information about key indicators of performance such as overall resident satisfaction. It was agreed that more information needed to be provided to the Council members about how customer satisfaction is measured. This will be presented at our next meeting in November.

    Choosing topics for Continuous Learning Reviews

    The Customer Council discussed a number of topics that could be reviewed as part of our continuous learning review programme. A survey of Council members will be completed in October to decide which three topics will be reviewed this financial year.

    Customer Voice Framework progress

    Lynda Davis, Head of Customer Voice, and her team gave the Council and update on their progress in delivering the Customer Voice Framework. This included a demonstration of the YourVoice customer platform and an update about knowledge sessions planned for engaged customers in October and November.

    Social housing rents consultation

    Jahanara Rajkoomar, Director of Community Investment, presented an overview of the current Social Housing Rents Consultation which is being completed by the Department for Levelling Up, Housing and Communities. This consultation is open to all social housing providers and tenants for response until 12/10/22 and more information can be found here. A representative from the Customer Council has agreed to format a response to the consultation on behalf of the Customer Council.

Page last updated: 18 Dec 2023, 11:50 AM