What Is a Customer Sounding Board?
A Customer Sounding Board is a group of approximately 10 customers who meet with West North West Homes staff to discuss a particular housing service, e.g. repairs. Once established there will be approximately 10 Customer Sounding Boards, each covering a different area of our work. See the full list of Customer Sounding Boards below.
Why have Customer Sounding Boards?
We want to provide you with high quality services, that meet your needs and expectations. Therefore we need your help to plan, design and monitor the services you receive from us. This is the role of the Sounding Boards.
How often do Sounding Boards meet – when and where?
Sounding Boards will meet at least four times a year. Each meeting will last between two and three hours and can be arranged at different days and times to enable you to take part. Meetings will take will take place at a variety of locations across the West North West Leeds area. Don’t worry about getting there, we can arrange free transport if you need it.
Who can get involved?
Any Council tenant living in the West North West Homes’ area is welcome to take part. Leaseholders and other local residents such as owner-occupiers are also invited. We particularly welcome interest from younger customers and Black or Minority Ethnic customers.
What help and support can I expect?
Would you like a ‘tenant buddy’ to accompany you to the first few meetings? Just ask and we will arrange this. We can also provide transport to and from the meeting, child care or carer costs, translations and interpretations as required. Meetings are held at fully accessible venues. If you need any other support please ask and we will do our best to help.
List of Customer Sounding Boards
- Customer Involvement – Covers issues such as, Is your voice being heard? Are you making a difference? Are we involving you in the best way. Is it value for money?
- Tenancy Management (including Community Safety) This includes the type and effectiveness of enforcement action when a problem arises. It is also about building positive relationships within the community.
- Estate Management – Incorporates general maintenance of estates including environmental services, grass cutting, rubbish removal, graffiti and how our services link in with those of other Council providers.
- Access to Services – This area includes how you contact us to receive the service, e.g. telephone, visit to a housing office, home visit etc. and the quality of services you receive
- Supported Housing (including Older People)
- Customer Feedback – complaints and compliments
- Income Management
- Repairs and Empty Properties (Voids)
- Home Improvements
- Leaseholders – Will cover the separate issues unique to leaseholders, including service charges, leasehold management responsibilities etc.
NB. Leaseholders can also take part in other relevant Sounding Boards.
If you would like more information or to sign up to attend one of the Sounding Boards please send an email to wnwhl.involvement@wnwhl.org.uk, or telephone 0113 2477147 and ask for either Lee Wright or Stephen Towler.