Customer Voice – following 54North Homes’ Board meeting 25 September 2025

Great emphasis is placed on how our Board and Customer Experience Committee listens to the views of customers. The views of customers are recorded during each Board meeting and these will be published on our website for greater transparency.

At the last Board meeting held on 25 September in Leeds, the customer voice was heard as follows:

There was a challenge by the Chair on whether the Board had heard the customer voice from the papers presented where relevant.

The impact on and consultation with customers when considering the disposal of properties and generally should include, in the covering page of each report, the customer impact of the matter being brought to the Board’s attention.

The consultation on Decent Homes 2 and the importance to customers of having floor coverings in a property ready for them to move in. It's so often the case that people can't afford anything and live with bare floors. We provide flooring to wet areas in newbuilds for rented schemes along with barrier matting to front door areas. We do provide carpets to shared ownership plots. Our housing officers are mindful of this when carrying out their tenancy visits and if there is a customer that's struggling to afford carpets, we do have a hardship fund which can be accessed.

The accessibility of the Annual Report to Customers including providing an easy read / shorter version. The use of colours considered throughout the report for eligibility and readability – these were changed. A shorter 8-page summary document has been produced and published on the website.

The focus on customer satisfaction throughout the reports and measures being taken to improve including through the Good to Great programme. A follow up from the strategy session earlier indicated that the workstreams were consulting customers on proposed improvements.