Customer Committee
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Wrekin’s Customer Committee is a tenant-led group that works closely with Wrekin’s Board. It was set up to make sure our 28,000 tenants can influence decision-making.
The committee play a key role in helping Wrekin make a difference to people’s lives. They have recently been looking at how we can support customers in different ways. This includes helping customers manage income, maintain tenancies and lifestyle costs, making sure wellbeing is at the heart of everything.
The Committee has had their say on the Customer Feedback report and Wrekin’s Tenant Satisfaction Measures. Both of these help to make sure Wrekin is providing the right service to our customers. They have also discussed with the Board how Wrekin can learn from complaints to drive positive change to services.
From regulations and repairs to neighbourhoods and homes, the committee can bring anything to the Board. Is there something you would like them to look into? Get in touch!
Email: getinvolved@wrekin.com
Meet Kevin, Customer Committee Chair
"Hello, I’m Kevin, Chair of Wrekin’s Customer Committee. Your voice matters and is at the heart of everything Wrekin does. It’s been a busy first few months for Wrekin’s Customer Committee.
"We’ve been working closely with the Wrekin Board to identify any concerns, look at performance and put our thoughts across. One thing I know that’s worrying people is the cost-of-living crisis. We’re lucky that there’s lots of support available from Wrekin if you need it. Our Customer Voice Team have also been speaking to Wrekin customers about the effect any rent increase will have.
"We want to hear about the issues and services that matter to you. Is there something you would like us and Wrekin to look at? If so, please get in touch! Sign up to our Wrekin Voices email or follow our Facebook group to find out what we are working on."
Introducing Laura, Customer Committee Member
"Hello! I am Laura, I am one of the Independent Members of the Customer Committee. I live in a Wrekin house in Newport. I’m a single mum. I’m self-employed and studying for my Master’s Degree. I am tired most of the time! But, I’m always smiley and a firm believer that Wrekin wants its residents to feel safe and supported. I’m also a lifelong Wrexham fan, so apologies about that!
"The Customer Committee was set up by Wrekin as part of a big push to ensure resident’s views were being heard at the very top of Wrekin. To make sure the senior team entrusted to make the big decisions could really hear what the issues are that mean something to us residents.
"There was a two-part interview process at the beginning of last year, a formal interview with some of the big executives and an opportunity in front of some staff and other tenants in the big Board Room to run a conversation about life as a tenant.
"It’s all a bit of a blur now as I’d never been in a proper Board Room before, but at one point I think I went on a bit of a rant to the Head of Customer Voice and Value about getting too many feedback survey text reminders. Wrekin wanted tenants who weren’t afraid to speak their mind, and here I was!
"The other members and I now get together several times over the year in official meetings and are able to question new projects, big decisions, old processes. We’ve had all the department heads in our meetings presenting things to us. We’ve challenged and explained things from our point of view. We’ve been invited in to departments to observe and be part of decision making.
"The best bit is that we all come from different backgrounds, we all live in different types of Wrekin house, we are all different ages, but we all have a voice. It’s not about the qualifications we have, it’s about caring about where we live and not being afraid to question corporate processes.
"If you have ever watched Dragon’s Den. Imagine the Customer Committee are the Dragons, I’ll be Deborah Meaden-her chair looks very comfy, and the departments of Wrekin are giving the pitches.
“So you want our support, tell us why, we have questions… we reserve the right to say
‘We’re Out’”….
"So far we’ve helped shape new processes with the Money Matters team, the planners, the Feedback team and many more. I’m personally most proud of the work gone in to The Money Matters team widening its reach. I made a comment in my first Committee meeting that I had never heard of them……it silenced the room, like a Paul Mullin goal in the derby! Fast forward a year and the team have worked so hard ensuring all Wrekin residents know about the help they can provide in the cost-of-living crisis. New apps, new discounts, new advertising, it’s been amazing to see and be a part of!
"We are hoping 2024 will bring us more opportunities to meet more residents and take more views to the top. We’re working hard on creating a welcoming ‘Tenants’ hub’ at HQ where we can host some events for other residents, to see what matters most and tell the Board all about it!
Hopefully see you soon!"