At the March meeting, the Customer Committee received the latest operational performance update, including customer satisfaction levels and key service areas.
There was positive news on arrears performance, as well as encouraging progress in how stage 2 complaints are being managed.
Members also received a detailed update on how Clarion’s commercial rated utilities contracts were procured.
The session outlined how the 2021–2023 agreement helped deliver savings for both Clarion and our residents.
Members explored the differences between domestic and commercial utility rates and how these are regulated.
A deep dive into upcoming changes to the repairs process also took place.
The Committee reviewed proposals for new internal structures set to launch in summer 2025, aimed at reducing delays in repair approvals and improving the customer experience.
The latest Tenant Satisfaction Measures (TSMs) results were shared, with members focusing on areas of improvement, particularly a 5% increase in satisfaction with complaints handling.
Discussions also looked at how satisfaction levels vary across different tenure types and where further improvements could be made.
In June, members will attend a joint session with the Regional Scrutiny Committee and both Housing Association and Group Boards to reflect on 2024/25 and look ahead to the year’s priorities.
You can find all our meeting updates on our website in the Customer Committee search.
Customer Committee - January 2025 Update
Members reviewed performance on complaints, gas safety, and damp issues.
Customer Committee - November 2024 Update
As the Customer Committee's first year ends, we recap their latest meeting, reflect on 2024, and outline future plans.
Customer Committee - May 2024 Update
Customer Committee address repairs, legislation, and resident involvement.