Customer Influence and Assurance Panel

We believe that the best way to improve services is by listening to the people who use them. Being part of the Customer Influence and Assurance Panel is your chance to have a direct say in the way decisions are made and the way housing services are delivered. We are looking for tenants and leaseholders to directly influence the future of our services. 

Find out more about our Resident Charter

What is the Customer Influence and Assurance Panel

It is a customer-led group we are launching later this year. 10 Croydon housing customers (2 leaseholders and 8 residents) will lead the group and will directly influence the future of our Housing Services and how we deliver them.

What will the panel do? 

The Customer Influence and Assurance Panel will:  

• give our committees and board feedback from a resident's point of view, acting as a 'critical friend' to help them make decisions
• make sure our plans for services match what customers need and want
• review customer feedback from lots of different places, including formal resident insights like surveys and complaints, informal chats, and informal customer insight
• give us honest feedback, based on evidence, about how we're doing at meeting our promises to you and making you happy with our services
• keep an eye on how we are putting plans in place to improve things for our residents

What will I be responsible for

The Panel will look at all aspects of what it is like to be a Croydon Housing resident, including: 

• reviewing customer feedback and obtaining assurance that this insight feeds into the plans we are putting in place to make improvements for our residents
• overseeing how well other resident groups and activities are working (like the PMG, mystery shoppers, scrutiny’ panels and bootcamps)
• ensuring we are doing what we promised to do for our residents
• giving feedback and suggestions to our directors and relevant committees
• working with Croydon Housing to co-create services  

How much time do I need to commit to the Panel

You’ll be expected to attend 6-8 meetings a year, including four meetings , one annual review meeting and further meetings for training and development.  You will also need to prepare for meetings to ensure you can fully participate – this will include reading documents. 

An important part of the role, is collaborating with other members of the group to provide regular reports, including an annual report which details the group’s activities and achievements.   You may also be invited to attend director and committee meetings on a ad-hoc basis.  Depending on your experience and skills you may be asked to look at the work of a scrutiny panel or attend key meetings.
 

How long will I be a member of the Panel for

Members will hold a term for 2 years. This is subject to an annual review with an option to extend to a maximum of 5 years.  

How much will I get paid

We will cover all your expenses incurred whilst carrying out your role as a Customer Influence and Assurance Panel member.

Downloads

• Customer Influence and Assurance Panel recruitment pack (PDF, 1,000KB)
• Customer Influence and Assurance Panel frequently asked questions (PDF, 209KB)