Our new Customer Committee will be the voice of our customers and help to influence and shape our services.
Applications have now closed and we will invite shortlisted customers for an informal chat in January 2024 with a view to the selected committee members starting on the new Customer Committee in January/February 2024.
Great Places is committed to creating Great Homes, Great Communities and Great People. Our aspiration and ambition is to deliver excellent customer experience, providing outstanding customer service and support. To achieve this, we recognise it is essential to engage and listen to the people who live in our homes, to make sure that we can deliver services tailored to the needs of customers and communities.
We already engage with customers in a variety of ways to gather this essential feedback and insight but we recognise that our customers and their views are more important than ever. Therefore, we are creating a Customer Committee to help us as part of that journey.
The Board has overall responsibility for directing the activity of Great Places, to make sure it is well run and delivering on key objectives. However, many functions of the Board are delegated to committees which have a specific focus. The Customer Committee is a new standing committee of Great Places’ Board, which will add value by providing lived experience and expertise directly from customers. This will allow customers to have a voice and influence the way that we do things.
The Committee will be made up of up to nine members. This will include up to seven customer members and two non-executive members from the Great Places Board, one of whom will act as Chair.
The Committee will provide an important link between the Board and customers, who can hold Great Places to account on all customer-related matters. It will make sure that service updates and improvements for customers are delivered effectively with customer feedback in mind.
We are looking for people who represent the diverse communities we serve and who are passionate about the housing sector. Committee members will bring a customer perspective from a lived experience or insight into your community.
Previous experience of working on a group or committee, volunteering or reviewing performance in any organisation would be helpful. However, it is not essential as we really want people who have experience of social housing and are willing to play a part in improving it. If that’s you, we would be keen to hear from you! To help you achieve this:
This is a Customer Committee, so we are looking for customers of Great Places who want to get involved and hold us accountable for the services we provide. If this sounds like you, we would like to invite you to apply for a position on the Customer Committee on the basis you:
Customer members will be paid £2,600 a year and will be paid in monthly increments.
The Committee’s nine members will consist of up to seven customer positions with the opportunity for up to two of these positions being unpaid.
Expenses for travel etc are paid monthly once a completed claim form with relevant receipts has been submitted. A copy of the expenses policy will be shared with you on appointment.
Meetings will usually be held at Great Places’ head office at 2A Derwent Avenue, Manchester, M21 7QP or by exception via online video conferencing. We will also offer suitable technology solutions and training to support your participation at meetings.
The maximum amount of time that you will be allowed to hold your position for is up to six consecutive years (typically making up two terms of office). However, where a member has served six years, and the Group Board agrees it is in the organisation’s best interests, their place on the Committee maybe extended up to a maximum of nine years.
The appointment is subject to an annual review by the Chair of the Committee as well as quarterly review to ensure that you remain eligible to sit on the Committee.
Customer Committee Members are responsible for providing appropriate oversight to support and provide assurance to Board. Members will hold the senior management team to account for meeting agreed goals, objectives and targets, and monitor the reporting of performance in key customer service areas. They should be happy with the level of service provided to Great Places customers.
What you’ll be doing:
We are currently working on reviewing and shortlisting applications. We will invite shortlisted customers for an informal chat in January 2024 with a view to the selected committee members starting on the new Customer Committee in January or February 2024; with the first meeting to be held on Tuesday 27th February 2024.
The Customer Committee is responsible for contributing to the success of Great Places Housing Group. The overall responsibilities/behaviours we expect of Committee Members are as follows: