Customer Council

Pamela is a shared owner who lives in our South London region.  Pamela is also a member of our Customer Services Committee where she is one of three resident representatives.

Ashley moved into her MTVH property in Aylesbury in 2017. Since moving there, she has helped to improve the sense of community by supporting her neighbours with food parcels and transport for those going to work.

Ashley cares passionately about her community, improving repairs services and ensuring residents live in safe and secure housing. Ashley joined the Customer Council because, as a resident, she would like to have the resident voice heard; she is also the Chair of our North London Regional Panel.

Beryl is mum of two grown up sons and proud grandmother of 2 lovely grandchildren. She moved into her home with MTVH in East Leake in 2023 and decided to join the Customer Council to meet new people, to keep in touch with communities and to support residents to have a positive experience with MTVH. She’s previously worked in hospitality, accounting and in the charity sector.

George moved into his MTVH flat in South London in 2009 and has been involved in service improvement both in his area and nationwide since. He has extensive experience in communication design, photography and filmmaking in the private, education and healthcare sectors. George is also the chair of the South London Regional Panel.

As someone who has worked in customer service roles for many years, Kerry is passionate about the importance of listening to customers and working with them to improve services.  Her experience in customer service along with her many years as an MTVH resident in Nottingham are two of the main reasons she decided to join the Customer Council.

Melanie is a homeowner living in a new-build MTVH property in Clapham Park since 2011. Melanie joined the Customer Council to work with MTVH to improve customer services and ensure all MTVH residents have their repairs and concerns dealt with as efficiently and quickly as possible. She is an active member of MTVH Customer Engagement focus groups.

Sasha is a mum to two lovely girls and became an MTVH resident in Wembley Park through mutual exchange in 2022. She has worked in a range of customer focused roles and is currently working in a secondary school where she supports the Committee of Trustees.

Sasha joined the Customer Council so that she could support MTVH to improve services and find ways to communicate positively with residents.

Scott is a homeowner living in South London since 2001. He has a passion for community spirit and supporting residents in his block. He was a member of the European Parliament and a professional actor for over 25 years. He is now a local councillor.

He joined the Customer Council to scrutinise MTVH’s promise that it will hear the residents’ voice. Scott also focuses on making sure that customer concerns are dealt with effectively.

Evelyn is a general needs resident who lives in London.

Nikki is a general needs resident who lives in Cambridgeshire.

Adam is a resident who lives in one of our keyworker homes in London.

Amit is a shared owner who lives in London.

Our third meeting of the year took place online via MS Teams on Thursday 28 August 2025. It

began with welcoming introductions to all Customer Council members and colleagues in

attendance.

Chair’s Update Including Update from Customer Service Committee

Our Customer Council Chair, Pamela and Vice Chair, Adam Popat updated the group on the last

Customer Service Committee meeting. Key points included:

Performance: Faster complaint resolution through shared director responsibility; preparations

for Awaab’s Law with urgent repairs and resource prioritisation.

Policies & Reviews: Approval of staircasing and simultaneous sales policies; review of social

housing lettings and domestic abuse procedures; safeguarding audit completed with PwC

recommendations; annual effectiveness review shared.

G15 Residents Group Activities:

• Led consultation responses to the London Assembly on Affordable Homes Programme;

met with GLA on resident feedback and grant rates.

• Addressed rent convergence consultation, resulting in separate CEO responses.

• Advocated for mandatory resident board members via the Regulator of Social Housing;

planning future consultation work with chief executives.

MTVH Board Update

Board Member, Helen Cope provided an update highlighting changes in customer needs,

politics, and funding:

External changes driven by the new government and large housing programmes have influenced

the sector, alongside a recent governance downgrade from G1 to G2 caused primarily by

unclear feedback loops. In response, efforts are underway to strengthen board oversight and

improve communication with residents. While complaints have risen, response times have

improved, reflecting the organisation’s commitment to doing better.

Additionally, an investment strategy is being developed to link financial planning with customer

views and property investment priorities. Key areas of focus include building safety remediation,

neighbourhood investment, and compliance with Awaab’s Law, supported by ongoing

monitoring of tenant satisfaction measures, key performance indicators, and service delivery.

Broader challenges such as homelessness and the shortage of family housing remain pressing,

and the organisation has set an ambitious target of £75 million for charitable activities through

the Molly Huggins Foundation.

Regional Chairs’ Update

North London: Our North London Regional Panel Chair, Ashley attended the Regional Panel

Conference and noted consistent feedback across panels. Discussions focused on organising

future meetings and improving collaboration.

South London: Our South London Regional Pangel Chair, George facilitated an engaging

session using an online tool and observed differences in panel dynamics. Key themes includedthe need for more collaboration, accessible communication, better feedback loops, and

resident-led agendas.

Midlands: Our Midlands Regional Panel Chair, Nikki highlighted the preference for face-to-face

meetings and the need for clearer communication. She raised concerns about understanding

tenant satisfaction measures and suggested more accessible feedback methods.

Customer Experience Strategic Plan Update

Executive Director of Customer Experience, Kush Rawal presented a summary of the Customer

Experience Strategic Plan, which focuses on:

• Knowing Our Customers: Understanding resident needs through home visits and data

collection.

• Involving Residents in Decision-Making: Refreshing the customer voice framework

and improving communication.

• One MTVH Approach: Driving cultural change with external consultants to align staff

behaviour and organisational objectives.

Progress will be reviewed in detail at the November meeting.

Introduction to Property Directorate

The Executive Director of Property, Suzanne Horsley introduced herself and outlined the

structure of her directorate, which includes:

The Property Directorate looks after everything to do with homes and buildings – from safety

checks and repairs to managing assets, planning investments, and reducing carbon emissions.

MTVH spends £140 million each year maintaining homes, with £30 million dedicated to meeting

legal safety requirements.

Customer Voice Framework Refresh

Our Head of Customer Voice, Lynda Davis explained the refresh aims to strengthen resident

influence and adapt to sector changes. Five new pillars were introduced: governance and

impact, scrutiny, informal influence, hearing every voice, and tools for the job. A survey will be

sent to gather feedback, and a draft framework will be presented in November.

Continuous Learning Scrutiny Review Update

Our Customer Influence and Engagement Manager, Megan Gee shared the longlist of topics for

the next review cycle, including:

The upcoming scrutiny review cycle will focus on several important areas aimed at improving

customer experience and operational efficiency. This includes:

• Making phone menus easier to navigate

• Speeding up the turnaround of empty (void) properties

• Ensuring quality and timeliness in regeneration and renovation projects

• Tackling violence against women and girls• Reviewing CCTV use in communities for safety and reassurance

• Checking how communal garden contracts are procured for value and effectiveness

Additionally, the cycle will examine measures to tackle the use of CCTV in communities for

safety and reassurance, and review the procurement process for communal garden contracts to

ensure value and effectiveness. Members are encouraged to vote on their preferred topics, with

further discussions planned for the November meeting.

Following the success of the February Customer Council Meeting, a summary of the late spring edition held on Saturday, 7 June 2025 is provided below. The meeting took place in person and began with a warm welcome to Customer Council members and MTVH colleagues in attendance.

An update from our Chair

Our Customer Council Chair, Pamela along with North London Regional Panel Chair, Ashley shared highlights from the recent Customer Service Committee meeting, which included discussions on customer enquiries, satisfaction levels, property updates, and keyworker rented housing. Anti-social behaviour and hate crime case studies were reviewed to raise awareness of sector challenges.

Pamela also provided an update on the G15 Residents Group, noting progress since its January launch. The group continues to engage MPs to ensure previous discussions are acted upon. Pamela also shared her Inside Housing article and welcomed feedback. The G15 group contributed to government consultations on Awaab’s Law, reviewing guidance for landlords and residents on damp and mould.

Regional Chairs Updates

North London: Ashley reported positive KPI trends, with first-time fix satisfaction at 86% (above the national target of 85%). Anti-social behaviour cases totalled 160 in Q4, mainly noise-related. Complaints rose from 795 to 949, often due to missed callbacks. Panel members acknowledged improvements but stressed the need for better listening to individual customers.

South London: Our South London Regional Panel Chair, George highlighted a lively meeting featuring guest speakers from Customer Voice, Home Ownership, Digital Development, and Repairs. A key theme was the disconnect between survey results and lived experience, with concerns raised about unresolved repairs being marked complete. A dedicated property session is being considered.

Midlands: Then Resident Voice Co-ordinator, now Customer Influence & Engagement Manager, Megan Gee shared updates collaged on behalf of Midlands Region Panel Chair, Nikki who could not attend. The panel reviewed Q4 performance and discussed anti-social behaviour categories. Head of Customer Voice, Lynda Davis attended to provide updates on the annual effectiveness review and regulatory inspection and invited feedback on the upcoming Customer Voice Framework refresh.

Regulatory Inspection Update

Our CEO, Mel Barrett, reflected on MTVH’s recent regulatory grading, acknowledging strengths and areas for improvement, particularly communication and property safety. MTVH will commission an independent root cause analysis and governance review, alongside refreshing the organisational strategy for 2026. Mel emphasised balancing fire safety costs with maintaining other services and outlined efforts to access the Building Safety Fund.

Complaints and Customer Experience

Executive Director of Customer Service, Kush Rawal reported that complaint volumes have doubled over two years due to increased accessibility and government campaigns. MTVH is improving root cause analysis and reducing response time extensions. Our Director of Customer Experience, Serena Heathcote then introduced the Customer Experience Strategic Plan, focusing on three programmes:

• Knowing our customers
• Involving residents in decision-making
• Fostering a unified MTVH culture.

The Council stressed the importance of accountability and clear communication which will be adhered to throughout in line with the Transparency, Influence and Accountability Standards.

Behavioural Insights

Serena shared that MTVH have been working with external organisations (such as Cowry Consultancy) to improve the tone of compliance letters, aiming to build trust and reduce avoidance. Following their report, recommendations will be tested with residents before implementation.

Customer Council Year in Review

Lynda presented achievements from the past year, including scrutiny reviews, engagement with the Chief Executive, and involvement in the regulatory inspection. Plans include refreshing the Customer Voice Framework and simplifying onboarding materials.

Customer Voice Framework Refresh

Discussions focused on hearing from younger and seldom-heard groups, rewarding engagement, and demonstrating impact. Suggestions included annual conferences, tenure-based groups, and an intranet-style platform for updates.

Continuous Learning Scrutiny Reviews

Megan confirmed the completion of three reviews: communal repairs, anti-social behaviour, and complaints performance. Recommendations included email confirmations for repairs and clearer guidance for residents. Future topics will include refreshing the Customer Voice Framework.

Our first meeting of the year took place online via MS Teams, on Thursday 27th February, the meeting began with welcome & introductions to all Customer Council members and MTVH colleagues in attendance.

Chairs update including update from CSC

Our Customer Council Chair, Pamela updated the group on what happened at the last Customer Service Committee meeting, which included discussions on a new digital platform for customer feedback, the tenant welfare fund, service charge actuals, and upcoming consultations post-Thames Valley and Metropolitan merge. Additionally, remediation efforts were addressed.

Regional Chairs Update

Our Chair of the South London Regional Panel, George updated the group on the discussions had at their meeting. Starting off by advising that our CEO, Mel Barrett attended and members of the panel appreciated his engagement. Mel highlighted resident safety as his main priority and agreed with the panel that he would be visiting some of our estates in the South London area. The Housing Team also attended the meeting and advised that they have conducted over 1,000 estate inspections to improve anti-social behavior management. The Property Services team attended and noted that the transition from Axis to Metworks has improved efficiency, and there is a allocated team to focus on damp and mould issues.

Nikki, our Midlands Chair started off by informing the group about the opportunity for residents to attend estate walkarounds with Local Housing Managers. The panel reviewed quarter 3 performance data, focusing on anti-social behaviour (ASB), and expressed interest in analysing a specific ASB case report to identify lessons learned. An open discussion addressed community issues, particularly lengthy repairs. The panel aims to identify topics for collaboration with MTVH to resolve issues swiftly.

Ashley, our North London Chair updated the group on the North London Regional Panel meeting, highlighting key performance indicators for first-time repair fixes and customer satisfaction. The panel discussed support for anti-social behaviour victims with mental health issues. Recruitment challenges for Local Housing Managers were addressed, along with The Housing Team’s vision for enhancing visibility and trust with residents. Ashley emphasised the meeting’s productivity and the importance of participation. An update was provided on the Mendip & Penine House decommissioning project and ongoing customer consultations.

Financial Support for residents: how are MTVH helping customers

Dominic Briant, Director of Community Impact attended the Customer Council meeting to update the panel on the financial support that MTVH offer to their residents. Dominic started off by highlighting the increasing financial difficulties faced by individuals in the UK and discussed the initiatives undertaken by the Community Impact department at MTVH. This department focuses on addressing safety, health, and financial support for residents. Among the key initiatives is the strengthening of employment and skills offerings to help those affected by financial crises.
The eligibility criteria for the tenant welfare fund has been removed. This fund is designed to support residents, with half allocated for rent assistance and the other half directed toward essential services such as food and white goods. The team is actively collaborating with residents to review the welfare fund and to design pilot services tailored for shared owners.
In addition, MTVH is partnering with the NHS to provide support services, including a trial of a virtual service in Nottingham. The overarching goal of the Community Impact team is to enhance support for all residents, and they are seeking local charitable funds to ensure the sustainability of these initiatives.

Customer Experience Strategic Plan Update

Serena, our Director of Customer Experience attended the meeting to discuss the progress of the Customer Experience Strategic Plan. Serena noted that the strategy has now been approved by the board and the Customer Services Committee. The strategy includes three key programs: knowing your customer, involving customers in decision-making, and fostering a unified MTVH culture. The Customer Council emphasised the need for a strategic plan that residents can hold MTVH accountable to, with clear tangibles included. While many ideas from the Council were integrated, not all were pursued. Discussions about customer representation at the board level are ongoing, though the strategic plan itself won’t proceed. It was suggested that scheduling a future meeting to discuss the strategy’s progress would be beneficial, Customer Council members agreed making it a future agenda item.

The launch of the G15 Residents Group Update

Pamela, our Chair updated the group on the launch of the G15 residents’ group, comprising London’s 11 largest housing associations. The G15 aims to enhance housing sector excellence and promote social housing positively. They engage with CEOs and senior leaders to involve residents in decision-making and contribute to government policy from a resident perspective. Pamela emphasised the importance of MTVH listening to residents’ feedback to improve processes. The G15 also addresses the stigma of social housing, ensuring that residents are central to landlord decisions. The launch occurred at the Houses of Parliament, where Pamela discussed key topics with MPs.

Continuous Learning Scrutiny Review Update

Megan, our Resident Engagement Co-ordinator, provided updates on the Continuous Learning Scrutiny Reviews, with the third review concluding in January. The first review, conducted in October 2024, focused on communal repairs and resident recommendations included implementing a live chat service for reporting repairs, along with email confirmations for logged issues. The second review, which took place in November 2024, addressed anti-social behaviour and suggested creating guidance for residents accused of such behaviour while also clarifying the existing policy. Maxine Gordon, the Director of Housing, will be exploring these recommendations further. The third review evaluated MTVH’s Annual Complaints Performance report and recommended including success stories and a glossary of abbreviations to enhance clarity. The Customer Voice Team encouraged members of the Customer Council to propose topics for the reviews planned for next year.

Tenant Satisfaction Measures Discussion

Lynda, our Head of Customer Voice presented on Tenant Satisfaction Measures (TSMs), Lynda clarified acronyms such as LCRA (low-cost rental accommodation) and LCHO (low-cost homeowner accommodation). The presentation included renters’ results broken down by 12 questions, comparing MTVH’s results to the G15 average. For low-cost homeowners, three questions were omitted due to different repair responsibilities. Final slides covered tenant performance measures, such as complaints per thousand homes and safety checks, aligning with The Regulator of Social Housing’s requirements. Pamela suggested adding this topic to the next meeting agenda for the Customer Council to review and discuss.

Our final meeting of the year took place in person at The Johnson Building, 77 Hatton Garden, London, EC1N 8JS on Saturday 30 November. The panel welcomed MTVH’s new Chief Executive, Mel Barrett.

Update from Customer Services Committee

Our Chair, Pamela attended the National Housing Federation conference where conversations were centred around service charges, she also attended the G15 resident group, which aims to elevate customer voices and reduce social housing stigma. Pamela advised the group that the official launch of the G15 will be taking place the at the Houses of Parliament in due course. Pamela also shared that she had been at the recent Customer Services Committee (CSC) meeting, where she presented a paper on customer involvement at MTVH, which included our Tenant Satisfaction Measure data.

Customer Services update: Housing and Estates

Kush, our Executive Director of Customer Services updated the group on several key initiatives regarding Housing and Estates. Starting off by advising that Local Housing Managers now conduct one-on-one visits to better understand residents’ needs. Kush also told the group that a new Head of Lettings is reviewing the Lettings area of the business, and estate inspection processes are being trialled for improvement. A new system, Service Charge Pro, has been implemented to enhance the homeowner experience. There are also efforts underway to address anti-social behaviour (ASB), alongside fire safety measures due to rising fires from e-scooters and e-bikes, including staff fire training.

Regional Panel Chairs’update

Nikki, our Midlands Regional Panel chair started off by advising that the panel had Andrew Reston, Director of Care & Support attend and speak with panel members and provided them an update on all things Care & Support.

Ashley, our North London Regional Panel Chair stated that Ian Kennedy, Head of Property Services attended the meeting spoke about MTVH looking at best practices in each region. The panel also saw the Community Impact Team, Lesley Watson, Regional Manager and Ash Loskor, Resident Support Manager attend and provided an update on what has been going on in the Community Impact Team and they presented a case study to the panel.

George, our South London Regional Panel Chair began by stating that the South London meeting opened with a CRM update. Additionally, it was shared that the Development Team has been brought in-house instead of relying on a third party.

George also advised that the South London Panel expressed they would like to have Mel Barrett at a future Regional Panel meeting.

Customer Experience Strategy: the plan and next steps

Serena, our Director of Customer Experience provided the group with an update of the progress of the Customer Experience Strategy and presented the current status of the Strategic Plan, highlighting insights from over 6,000 customer data points. The plan focuses on customer feedback, SH emphasised the importance of customer and colleague engagement and noted that the 2019 Customer Experience Strategy aimed to unite Metropolitan Housing and Thames Valley Housing. However, many MTVH colleagues are unaware of the current strategy.

Continuous Learning Scrutiny Reviews 2024/2025 update

Megan, our Customer Engagement Co-ordinator provided the group with an update on the progress of this years scrutiny cycle. Megan advised the group that the topics selected by the Customer Council for this years scrutiny cycle are reporting communal repairs, handling anti-social behaviour at MTVH and reviewing the Annual Complaints Performance report. The Customer Voice Team have completed two out of the three reviews and the recommendations made by residents have been sent off to the relevant team to assess feasibility for implementation.

Service Charge Collaboration Group update

Nisha, our Customer Engagement Manager updated the Customer Council on the most recent discussions at the last Service Charge Collaboration Group meeting. Nisha stated that the recent meeting included discussions on service charge deficits, and the wording on communication sent out to leaseholders and homeowners, as the group highlighted some of the wording used on communication from MTVH can be unclear. The Service Charge Team are taking this feedback away and will look into how this can be improved moving forward.