Customer Voice – following 54North Homes’ Board meeting 23 January 2026

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 23 January 2026, the following areas/topics were heard during the meeting and where this has influenced decision making.

Customer Experience – delivering consistency

The Board received comprehensive results from the most recent customer satisfaction surveys and noted that customer satisfaction was broadly consistent with the previous year. Repairs satisfaction had improved over the last four months, and the board acknowledged that there was a 12–18 month lag in Tenant Satisfaction Measures compared to the results being seen from customers who are surveyed after they have received a service.

The Board recognised that some services had been under-resourced due to the large number of new homes built in the area by the group and being managed by 54North Homes. The Management Team were asked to report back to the Board on how it intended to resolve these issues and improve services for customers.

Board was informed that the Customer Experience Team had seen some new recruitment with the addition of three new full time housing officer roles that month which would mean most officers would be managing patches of 450-500 homes on average. This should now make it easier for customers to resolve any issues with their housing officer. You can find out who your housing officer is by joining the My54North portal.

Repairs Performance

The Board expressed concern at delays in completing repair work with some customers receiving appointment dates up to 4 months away for some repair types. The Board asked the Managing Director to provide a report on the repairs service since it started in April 2025 to its meeting in May so that Board members can consider its performance in terms of customer satisfaction and value for money.

Detailed information on repairs and maintenance volumes and costs modelling will be reviewed and a budget update will be presented to the Board at the next meeting in March 2026.

Feasibility of rent increases

Julie Clarke presented the proposed rent and service charge policy for 2026/27. In the report, the Board received information about the impact of the rent increases on customers and which included an affordability analysis to ensure that rents remain affordable and that services are available to customers who face financial difficulties. These include the Money Matters Advisor, access to a Customer Support Fund and support from the Income Team to support customers in budgeting and maximising benefit claims. The Board also received information on the 4.8% rise in the state pension, minimum wage increased by 4.1% to £12.71 per hours, up to 30 hours free childcare for working families and a general uprate in benefits by 3.8%.

The Board agreed the Rent and Service Charge policy for adoption by 54N and approved the rent increase of 4.8% for the year 2026/27.

Expectation setting

The Board were presented with a refresh draft of the People Strategic Plan. Consultation across the Karbon Group revealed that there was strong support for the direction of travel, current OD projects and improved engagement data.

The revised plan includes strong linkage with customer service expectations and anticipated growth plans. 54North would also make sure that all senior housing colleagues met the new Conduct and Competency Standard introduced by the Regulatory of Social Housing. This was aimed to ensure that services were delivered professionally and consistently.

In addition, 54North would continue to foster a culture of belonging, inclusion and safety for its colleagues and customers, aiming for colleagues to reflect the communities in which they work.

Apprenticeships and Customer opportunities

The Board confirmed that the Group prioritises ‘Residents First’ for apprenticeships. The Group’s Customer & Community Engagement Team supports CV building, application support, and routing customers to opportunities. There are existing employability partnerships at Karbon (e.g., New Start Project) which have successfully moved residents into apprenticeships and social value from contractors could include a commitment to employ / develop of customers in the construction industry.

The People Team will explore whether 54North could adopt a local employment target, similar to the 20% Greater Manchester model.

Risk Management

Debbie Jones presented a new format of risk reporting to the Board. It was noted that a Customer Services & Satisfaction Risk was added to reflect sector-wide regulatory expectations and the importance the Board places on 54North delivering great services to Customers.

Appointment of two customers to the Customer Experience Committee approved

The Board approved the appointment of Carol Ann Reed and Sheila Freeman as committee members of 54North’s Customer Experience Committee. The new members would increase the diversity of perspectives engaged in the formal governance structures within 54North Homes. The Committee is responsible for considering matters important to customers in detail and providing recommendations or feedback to the Board. Members of the Customer Experience Committee are also able to attend board meetings and participate in strategy sessions and customer engagement events, providing a customer voice directly to the Board.