Meet the Customer Voice Group

The Customer Voice Group met on 27 February 2025 and discussed the following matters:

• The Asset Management Strategy which the group had the opportunity to comment on. They raised the importance of communication and timelines for residents.
• Communication of action taken by Trident with regard to the bin strikes. This can be seen on the news post shared on the 11 March 2025.
• The creation of a “Quality Assurance Influencer” to review Trident’s services.
• The final design of the new website which the group had reviewed in the previous year. The group believed all feedback had been actioned.
• Complaints handling and how Trident compares to other providers.
• Tenant Satisfaction Measures and the creation of a TSM taskforce to focus on improving customer experience and so the scores.
• Feedback from the Repairs and Maintenance review and input was requested by members.
• Approved the TORT policy.

The Customer Voice Group met in December 2024.

They had a guest speaker of the Communications Officer and discussed the following matters:

• Tenant Satisfaction Measures Quarter 2 report which showed the results.
• Particated in the review of the website, offering feedback and comments.
• Leaseholder forum update
• The creation of a corporate calendar outlining key events and weeks which members had requested at previous meetings.

The Customer Voice Group met in October 2024.

They had guest speakers from Helen Muir Consulting who is undertaking the service charge review and consultants from ARK consultancy who were reviewing the repairs and maintenance service. The Head of Income and Lettings also presented to the group.

They discussed the following matters:

• The service charge review welcoming the review and discussing what they hoped to see from it.
• The repairs and maintenance review and the benefits that would come from that.
• The TORT policy and the importance of keeping communal areas clear of fire hazards.
• The Stop the Social Housing Stigma which Trident have taken part in. They chose which pioneer sessions, Trident would take part in.

The Customer Voice Group met in August 2024.

The Building Safety Manager came as a guest speaker.

They discussed the following matters:

• A number of policies and procedures including: the Anti-Social Behaviour Policy; Customer Domestic Abuse Policy and Procedure; the Vulnerability Policy.
• They also discussed and fedback into the Customer and Tenant Engagement Strategy and Policy.
• The Procurement and Policy Review proposals.
• The Neighbourhood Champion proposal giving residents more chance to have their voice influence where they live.
• Designs for estate cleaning, grounds, and window timetables which had been requested by the group.
• Updates on the quarter 1 complaints and tenant satisfaction measures scores.

The Customer Voice Group met in June 2024.

The Communal Services Manager; the Development and Regeneration Manager; and Building Safety Manager came as guest speakers.

They discussed the following matters:

• The procurement process of the a new grounds maintenance company.
• The new waste management policy which outlined the support Trident provide for flytipping.
• The proposed Strategic Plan which the Director for Housing, Care and Support talking them through and asked for the group’s feedback.
• The consumer standards results for 2023- 2024 which the group take a great interest in.

The Customer Voice Group met in April 2024.

The Income Management came as a guest speaker.

They discussed the following matters:

• The new rent sense process for how Trident inform and support residents in rent arrears.
• The external governance review and the importance of good governance.
• The Financial Inclusion Strategy.
• The success of the resident portal roadshows.

The Customer Voice Group met in February 2024.

The Customer Contact Supervisor came as a guest speaker and ran a presentation on the customer contact teams’ answer rate; trauma informed approach; and took feedback from the group.