How Calico Homes responds to complaints, learns from customer feedback, and improves services will come under the spotlight of a new customer-led committee.
Bringing residents and Board members together, the committee will give customers a stronger voice in decisions about homes, services and neighbourhoods.
The Customer Committee will focus on repairs, building safety, complaints, customer involvement and community issues and has been created to give customers a stronger voice in how Calico Homes reviews its services and plans future improvements.
Members will look at the evidence behind key decisions, ask questions where they need answers and help make sure customer views are being heard.
The committee will include up to four Calico Homes residents and two Homes Board members.
Together, they will review information about customer feedback, repairs, complaints and service performance, helping the Board understand what customers are experiencing and where improvements may be needed. After each meeting, a summary will be published so customers can see what was discussed and what recommendations were made.
Vicki Webb, Executive Director of Calico Homes, said:
“The people who live in our homes experience our services every day. They see what’s working well, where things could be better and what matters most in their neighbourhoods and communities.
“We make better decisions when we take the time to listen and understand those experiences. Whether we’re looking at repairs, complaints, neighbourhood services or future investment in homes, hearing directly from customers helps us focus on the things that really matter.
“I’m excited about the opportunities this committee will create. It will bring customers closer to the decisions we make, give us the chance to hear different perspectives and help us understand where we can do better.
“Most importantly, customers should be able to see the difference their involvement makes. When people take the time to share their experiences, they should know they’ve been heard and that their feedback has helped shape what happens next.”
Calico Homes is now looking for residents who would like to become some of the first members of the committee.
Applicants do not need previous committee experience. Calico Homes is looking for people who care about their community, want to improve services and are willing to share their views, listen to others and ask questions. Training, support and development will be provided throughout the role.
The committee will usually meet four times a year, with additional support and development available during its first year. Resident members will receive payment for the role. Applications close on 9 October.
Anyone interested in finding out more is encouraged to get in touch for an informal conversation before applying.
Further information is available from Adam Carrick, Chair of the Customer Committee at ACarrick@calico.org.uk.