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Customer Oversight Group

Introducing our new Elim Customer Oversight Group

This is a new group which will be made up of Elim Housing Association customers. Customers include our tenants, support service clients, Gypsy Roma and Traveller residents, shared owners, and anyone who receives a service from us.

The purpose of the new Oversight Group is for customers to have a say in decision-making that affects them and to ensure that they are able to independently scrutinise performance and hold Elim to account for the decisions that affect the quality of the homes and services we provide.

Members of the Customer Oversight Group will have a key role in determining whether Elim provides a good service which is in line with our responsibility to provide well-managed, good quality social housing.

The Customer Oversight Group will have a direct link with our Board and senior staff to ensure that customers are heard and represented at every level in the organisation.

Full training will be provided and you will get the chance to meet new people, gain volunteering experience and develop new work-related skills. 

Find out how to get involved below!

What will the Customer Oversight Group do?

Members of the Customer Oversight Group will have a key role in determining whether Elim provides a good service which is in line with our responsibility to provide well-managed, good quality social housing.

To do this, the Customer Oversight Group will be provided with a range of different information, including:

  • Customer Satisfaction survey results and feedback on how customers experience different aspects of our services
  • Data relating to our health and safety compliance, and reports on the effectiveness of our maintenance service
  • Information that can be used to compare Elim’s performance with other similar organisations and to determine whether we can improve the value for money we offer

Once this information is presented to the Customer Oversight Group, they will be able to provide feedback, ask for further detail to be presented to the Group or make suggestions for further improvement based on their experiences of Elim’s service. As part of this process the Customer Oversight Group may ask to interview relevant employees.

This may sound like a lot of work, but we will commit to providing information in accessible and readily available format, so that you are not required to review lengthy documents that are not directly relevant. It should take you less than one hour to prepare for each meeting.

How much time is expected from Customer Oversight Group members?

In addition to time for attending training events, members will attend around four meetings per year plus time to read papers before meetings. We estimate that the Customer Oversight Group will require an average of six days voluntary time throughout the year.

How can I get involved?

You can register your interest in becoming a member of the Customer Oversight Group in a number of different ways. You can:

  • Click here to download and complete a short application form
  • Contact info@elimhousing.co.uk and request an application form directly
  • Phone Rachel Pinchin, Dave Peregrine or Sara Bennett on 01454 411172 to have a conversation about the Customer Oversight Group and to ask any further questions, or to request help with your application

What skills are we looking for in Customer Oversight Group members?

No previous experience is required, as we will provide plenty of training and support to Customer Oversight Group members. However, we would like our Customer Oversight Group Members to demonstrate any of the following skills or attributes:

Frequently Asked Questions

Do you have a question about getting involved in the Customer Oversight Group? Read our full Frequently Asked Questions here

Terms of Reference

Read complete details, including information on training, meetings and support provided here

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