Customer Voice Nov 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.

At the 54North Homes Board meeting held on 25 November 2025, the following areas/topics were heard during the meeting and where this has influenced decision making.   

Fire Risk Assessment

Discussions focussed on customer safety and it was noted that a fire risk assessment would be brought forward at our extra care scheme. An assessor will visit the scheme and each property where the customer has a mobility scooter. The findings will be reported back to the Board at the next meeting in January 2026.

Damp and Mould

It was noted that an ICT case management system has been developed to manage and track damp and mould cases which contained information on complying with timescales.

Damp and mould cases are raised by an alert from customer satisfaction cases. These are sent to the Customer Services Team who will contact the customer and triage in line with Awaab’s Law process.

Investing in Place 

Gavin Fisk presented an overview about the Investing in Place plan and outlined progress in five areas including a new sustainability officer in place, apprenticeships, the Family Fund, social value contributions from contract values and the Talk, Listen Change offer. The Board signalled the importance of this work and was looking to continue or expand this going forward. 

Inclusion and Belonging work 

Paula Whylie provided an update on the Inclusion and Belonging Plan. The next steps are to involve consulting with customers on what they would like to see from us. Work will continue to understand our customers and colleagues better and tailor services and adjustments to enable equality of opportunity. 

Service Standards

These set out our commitment to customers and it was essential that these were met or exceeded.   

New repairs service

It was noted that customer satisfaction was improving. Feedback on the use of the new repair service gave Board members a first-hand account of a customer’s experience.  A customer reported to the Board she had three repairs: it was great to be able to book a convenient appointment, and the same person came to the second job so operatives were able to build relationships with customers. On the last repair visit, a new operative was being inducted and good customer service was being stressed as a key requirement by the lead operative.