Join our Customer Experience Panel

The Customer Experience Panel is a new independent and group of recruited council tenants and leaseholders that co-regulate housing management services for the London Borough of Brent (LBB).

The panel links with other involved groups including the Neighbourhood Network Group, Block/Street Champions and members of the Contract Review Group to champion the needs of customers. The panel is customer focused and accountable to the wider customer base.

The role of panel will:

  • scrutinise and monitor local performance and service standards
  • focus on resident issues of concern and make sure they are addressed by the Housing Management Team
  • influence decisions
  • set local priorities
  • make local decisions and recommendations
  • increase and promote resident involvement

Now recruiting

We are looking for customers who want a rewarding and challenging opportunity to:

  • Work as part of a team, alongside other customers
  • Take an independent view of our performance
  • Establish priorities for reviewing our performance
  • Assess performance against agreed standards
  • Make recommendations directly to the Executive Management Team on how things could be improved
  • Constructively hold the Executive Management Team to account where performance falls below standards.

The panel is looking to appoint 12 residents, including a Chair and Vice-Chair.

Tenants of leaseholders and anyone under the age of 18 are not eligible to apply.

Only one person per household can apply.

This is an important position providing opportunities to examine and challenge the way the Council delivers housing management services. The panel’s scope will cover all housing related matters. All meetings will be held at Brent Civic Centre in Wembley at 6.30pm. The panel meetings will be scheduled quarterly. The first meeting will be held in September 2018.

What’s in it for you?

This is not just a process that benefits the Housing Management Service and customers – this is also a rewarding opportunity for you.

You could benefit in all sorts of ways including:

  • training and mentoring support which will contribute to your personal development
  • development of self-confidence and self-esteem
  • making new friends and meeting interesting people, and it definitely does not have to be boring
  • an opportunity to use your spare time productively
  • receiving out-of-pocket expenses in line with the Resident Expenses Policy.

Volunteering is increasingly important in our society as people realise the benefits it can bring to them personally and to the individuals it supports, so why not commit to giving it a go.

So what would you actually have to do?

Your role will include:

  • attending some meetings, but it will be down to the group to decide how they want to carry out scrutiny exercises
  • training and planning sessions
  • reading documents in preparation for meetings
  • reviewing performance information and prioritising service areas for review
  • comparing performance to other comparable organisations
  • identifying the need for further information to enable the group to do its review for example to commission a ‘mystery shop’
  • where standards fall below expected levels, consider how improvements might be made
  • assisting in the preparation and presentation of reports

To get the most out of this opportunity you will be supported in this new role.

Other important things as part of your role:

1) Code of Conduct

If you are appointed to the group you will have to sign a code of conduct, confidentiality agreement and a data protection agreement.

The code of conduct will require you to:

  • behave in a respectful way to other group members and staff
  • keep information confidential
  • not act in a manner that discriminates against anyone else
  • work as part of a team and always behave well in meetings so you are productive and not disrupted
  • be committed and reliable
  • not act for personal gain or bring any political views to any of the work of the panel.

2) Data protection

In order for the group to effectively scrutinise aspects of our services we will provide the information it needs. This will not include information about individual customers.

However, what is provided needs to be protected so you will be asked to sign an agreement to not share any information the group is given access to.

3) You cannot be a member of the group if you are:

  • Not a current tenant, leaseholder or a named household member
  • An employee of Brent Council
  • A local government Councillor
  • A tenant or leaseholder who is subject to a current ‘Notice of Seeking Possession’, court order or
  • have been defined as a persistent, unreasonable or vexatious complainants under our Comments, Compliments and Complaints Policy, or are otherwise the subject of restricted access to our points of service.

How to apply

Please complete the online application form 

Or, alternatively use the PDF forms - Application Form (PDF) and Equal Opportunities form (PDF) 

Applications will be assessed based on the skills, experience and qualities included in this pack, so please make reference to these in your application.

The deadline for applications is 5pm on Monday 24 September 2018.

If you would prefer to use the PDF forms, please return your completed forms using one of the following methods:

Post: Brent Housing Management Service, Brent Civic Centre, Engineers Way, Wembley, HA9 0FJ