Our Customer Committee achievements 2025/26
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.
We are looking for a customer who wants to make a difference by joining the Customer Committee. This is a paid role and only open current tenants or household occupants. Find out more about the role here.
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.
