New customer committee paves way for future of tenant engagement

Salford-based housing association, Salix Homes, has launched a new Customer Committee giving its tenants a real voice by allowing customers unfettered access to scrutinise the organisation.

The committee,which officially launches this week, is made up of 12 Salix Homescustomersfrom a range of backgrounds, professions and talents–and will sit alongside the organisation’s board in how it is governed.

The 12 members were hired after an in-depth application process saw 129 customers apply to be a part of the innovative scheme. Applicants included everyone from barristers to baristas.The process included a written application, open day, as well as a face-to-face interview at head office.

As part of the committee, members will be responsible for ensuring that the business meets its high customer standards and that value for money is being achieved across all services areas.

Anne-MarieBancroft, customer engagement manager at Salix Homes will be overseeing the committee, she said: “Salix Homes has always worked closely withitscustomers,but the development of our new Customer Committee hastaken our customer engagement toan excitinglevel.

“Our tenants are the ones living in our homes and communities, so there is no better voice to help shape our services than our customers. We’re looking forward to seeing whatpositive impactsthegroupachieve together with ourfullsupport.”

All members of the Customer Committee are being remunerated for their time, insight and opinions, giving members parity with the housing association’s board. Two board members will also sit as part of the committee to give the board assurance that the customer voice is being heard.

Maddison,member of thecommittee and full-time law student fully appreciates the support that the social housing sector can provide, she said,“I was pleasantly surprised to hear that Salix Homes was launching a Customer Committee – I think it’s such an innovative and brave decision. After being asked to leave my private rented property due to a change in my landlord’s personal circumstances and having nowhere to go at short notice, I was at risk of becoming homelesswith my young daughterbefore Salix Homes stepped in,so Iapplied for the committee for the chanceto support the sectorthat helped me andto be able to give back to mycommunity.

“I’m absolutely thrilled to have been a successful applicant and can’t wait to be involved in the important decision-making processes that’ll have a direct impact onmy fellowcustomers.”

Lee Sugden, CEO of Salix Homes, said: “To get a truly representative and engaged group of residents, we realised we couldn’t continue to rely on goodwill and free-time. It was important to us that our members were paidfor their time and insight and given parity in our governance structures – the same way we wouldrecognise anaccountant or lawyer on our board for theirs.”

Thelaunch of the new committee also marks five years since Salix Homes became an independent housing association following its tenants voting in favour of the ownership of the homes transferring from Salford City Council to the organisation.

Lee Sugden added “As we approach our five year anniversary this month since we transferred from Salford City Council, the launch of the Customer Committee feels like a big step in the right direction for us and honours the commitment we made to enhance how we give our tenants a real say in how we are run.

It’s a real step change for customer engagement within the housing sector and we’re proud to be leading the way.”

You can learn more about Salix Home’s Customer Committee and its members herehttps://www.salixhomes.org/customer-committee.