Salix Homes Customer Senate
What is the Customer Senate?
The views, aspirations and priorities of customers, are at the heart of how Salix Homes behaves and performs. The Customer Senate embraces this commitment and enables real scrutiny and accountability of the organisation and its services and ultimately paves the way for tenant led self-regulation.
The Senate works with the Board, Executive Management Team, officers and stakeholders as well as being accountable to the wider customer body and is allowed access to performance information, staff and partners.
The Senate is made up of 14 customers, selected from Salix Homes' seven Service Specific Panels which scrutinise our key customer-facing services and the seven Neighbourhood Areas that make up Central Salford. This ensures that both service concerns and neighbourhood issues are highlighted.
What does the Customer Senate do?
The Senate is in place to scrutinise and recommend improvements to services offered by Salix Homes and is formally recognised within the governance structures of the organisation. The structure ensures that customers are measuring, testing and monitoring the services they receive and customers are influencing the development of the business.
The Senate will undertake a minimum of three scrutiny exercises each year. The topics for scrutiny can be identified as follows:
- From a range of options put forward by the Executive Management Team
- An area of interest to the Senate
- From any referrals for scrutiny by the Service Specific Panels
- As a result of a ‘Community Call for Action' by a group of customers or as a repetitive area of complaint.
The Senate use a scoring matrix to prioritise the topics of scrutiny and the Senate will publish a forward plan of scrutiny. However, it must be noted that should the Senate accept a ‘Community Call for Action' it is probable that the relevant service area will be scrutinised as soon as any ongoing scrutiny is completed and consequently the forward plan will be updated.
As a result of the scrutiny, an improvement plan is created and monitored for the area scrutinised by the relevant service specific panel and the Learning and Diversity Committee with regular updates to the Senate.
Should Salix Homes fail to deliver the improvement plan, the Customer Senate has the power to serve a ‘Notice of Intent' on the Board, a feature developed by the Senate that allows them to seek the support of the council to consider their grievance should the process fail.
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Click here to downlaod a useful guide and find out more about how we are leading the way in tenant-led self regualtion. |
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For more information or if you want to get involved please contact: Adrian Palmer: 0161 779 8849 |
| Get Involved now! We have a vacant position for an Independent Mentor to Salix Homes Customer Senate. Click here to find out more. |
