B3Living’s new Customer Advisory Panel (CAP) is off to a flying start. At their first meeting, the panel started by finalising their Terms of Reference suggesting a few smart tweaks.
Next up was the feedback on the Customer Influence Policy which was up for renewal. With the panel now firmly featuring in this policy, the panel wanted to shift the wording of the customer advisory panel feature within the policy to future-tense like “aim to” and “will”, demonstrating the goal of the panel and what we are collaboratively working towards.
The panel wanted to ensure that B3Living are capturing feedback from everyone in the community, including those without digital access or with additional support needs.
We then walked through the regulator’s Tenant Satisfaction Measures (TSMs), a set of 22 key metrics, 12 of which are drawn from customer surveys and 10 from our data—to benchmark how we’re doing against other landlords.
We drilled into areas from repairs and safety checks to neighbourhood management and overall satisfaction.
So where are the panel keen to focus their energy after reviewing our TSM’s? Repairs and complaints have risen to the top of their list. The panel is keen to see how our in-house repairs team compare to our contractors.
The panel also discussed and how a “fix it first time” approach sometimes leads to quick—but not always lasting—solutions.
Looking ahead, our next meeting in August will focus on our complaints and Damp and Mould, which will help the panel pinpoint which topic deserves a deep dive.
The panel want more detailed breakdown of complaint outcomes—upheld, partially upheld or dismissed—and how they tie back to service improvements.
It’s an exciting time to be on the panel. With clear Terms of Reference, fresh customer influence policy, and a clear roadmap on upcoming meetings, they are heading in the right direction to drive meaningful change across B3Living.
Stay tuned for the summary of their next meeting in August.