Customer Excellence Panel

Helena Homes is committed to providing services that our tenants want and need, so a Customer Excellence Panel (CEP) - made up entirely of tenants - was created to monitor our performance.

The role of the Panel is to ensure Helena is listening and acting on the views of tenants to monitor performance against the standards it has agreed to meet.

If you are happy to attend regular meetings and challenge Helena's performance to ensure that they meet the needs of customers, the Customer Excellence Panel could be for you.

What is the Customer Excellence Panel?

The Customer Excellence Panel is a group of tenants that meet to review and discuss the services that Helena provides.

The Panel has set Helena a range of performance measures and targets which it monitors on a quarterly basis. As a group you will make recommendations about how services can improve. If you feel that a service is not performing well, you can speak to the people who make the decisions within Helena.

What's involved?

You will work closely with staff across the organisation providing a scrutiny role to find where improvements can be made. You will use the feedback gathered via our wider customer surveys and consultation events, including One Voice and the mystery shoppers, to help monitor our performance and ensure that we are meeting the needs of tenants.

How often will I be asked to take part?

You will be asked to attend monthly meetings and regular training events.

Will I need training?

Yes. All training will be provided by Helena to support you in your role as a customer excellence panel member.

What happens with the results of Customer Excellence Panel reviews?

Recommendations made by the panel are reported to Helena's management Board. You will meet with managers to agree actions for improvement. You will receive regular updates on progress made in response to your views and the impact these changes make on performance and customer satisfaction.

If you would like to get involved, or you have any further questions, please contact Hannah Fitzhenry, Customer Insight Officer, on 01744 63 73 83.