Customer Committee
The Customer Committee is a sub-committee of the Board of Management at NCHA. Its purpose is to oversee the performance of NCHA specifically in relation to customer experience. The Customer Committee is made up of three customers and three Board members. It is chaired by an Independent Chair, Raj Kumar, who is not a member of staff, a customer or a Board Member. Raj is an expert in resident involvement and works across a number of organisations including NCHA to support their governance and resident involvement work.
The members of the committee include:
- Natalie Robinson - customer and Board member
- Paul Parkinson - Board member
- Mo Habib - Board member
- Angela Miller - customer
- Sharon Borret - customer
- Helen Dunne - customer.
This committee is supported by customer panels looking at:
- Areas of neighbourhood management and repairs and maintenance
- Detailed scrutiny of specific performance outcomes
- Our work with customers who have care and support needs.
Our achievements in 2025/26
The Committee met four times in 2025/26. We made a number of important decisions including the approval of the:
- Customer Involvement budget
- No Access Policy
- Allocations Policy
- Void and Relet Policy
- ASB Policy
- Hate Crime Policy
- The approach to collecting our Tenant Satisfaction Measures (TSMs)
- Annual Report to customers
- Recommendations and associated action plan from the Scrutiny report into Failed Tenancies and the report into Anti Social Behaviour.
We reviewed the annual complaints and compensation performance including the self assessment against the Housing Ombudsman Code and reviewed the Complaints Policy before it went to the NCHA Board for approval. We also reviewed all Housing Ombudsman findings of maladministration in our service delivery and reviewed the lessons learnt and actions coming from these.
We received a gap analysis on the Shared Ownership Code which landlords like NCHA are being encouraged to sign up to. We encouraged NCHA to sign up to the code to support continued service improvement to our shared owners.
We reviewed NCHA’s progress against our key strategic targets as well as commitments to our Homes for Cathy pledge to end homelessness.
In terms of performance management we also saw quarterly reports on key performance data telling us what was working well and what needed improvement in key areas such as the time to complete a repair and overall communication with internal teams and contractors back to customers. We also reviewed our asset management performance and our delivery of landlord repairs and maintenance services as we know that this is a key area of customer satisfaction and also frustration.
All in all a busy and productive year for the Customer Committee.
I've been a NCHA customer for over nine years. When I saw the committee member role advertised, I didn't think I'd actually get it, but thought I'd give it a try. Now here I am, in a new position. I’m on a new committee and I sincerely hope I can bring a fresh perspective, new ideas and a clear voice pushing NCHA customers’ thoughts and opinions forward in the future.
Angela Miller, Customer Committee Member
As an NCHA customer for the past seven years I’ve had interactions with various departments. This gave me insight into the organisation. I like the ethos, having the customer at its core. Since all my children are now adults, I have more time on my hands and I want to use it productively. I hope to enhance my knowledge of the housing sector and use my skills and experience to add value as a member of the Customer Committee.
Sharon Borret, Customer Committee Member
