New Improvement Groups and Screening Panel created to help customers shape services
19 December 2025
We’re inviting customers to join our new Service Improvement Groups and Screening Panel to influence how we deliver services and ensure their voices are heard.
We’re introducing six new Service Improvement Groups (SIGs) and a Screening Panel
SIGs will review action plans, service standards, and share feedback to help us improve in key areas identified through customer complaints and our Tenant Satisfaction Measures scores.
The panel will review policies, procedures, letters, emails, and other communications to help us make sure they are clear, helpful, and easy to understand.
Karen Reid, Assistant Director of Operational Performance & Support said: “We welcome diverse perspectives because they help us shape services that truly meet residents’ needs.
“By creating these Service Improvement Groups and Screening Panels, customers will have a real voice in decisions that matter and help us deliver the best possible experience for everyone.”
Each group will focus on helping us improve a specific service area:
- Repairs - help us ensure repairs are completed quickly and to a high standard
- Neighbourhood and Community – shape safe, clean, and welcoming spaces where residents feel proud to live
- Customer Support Services – guide support for cost-of-living challenges, tenancy sustainment, and employment opportunities
- Customer Experience and Culture – work with us to improve customer service, and promote a positive culture
- Estate Services – influence how we maintain shared spaces and estates
- Home ownership – shape services for leaseholders and shared owners
