The Customer Excellence Panel

The Customer Excellence Panel (CEP) is a group of tenants that scrutinises – that is, has a good look inside - the services that we provide.

The panel scrutinises two service areas a year. They talk to Nottingham City Council Housing Services managers, frontline staff, and partnership organisations such as the Council and the Police.

They look at how we are delivering services, taking into account compliments and complaints, and they look at what other housing providers are doing across the country.

This allows the panel to suggest areas for improvement and make recommendations for change, which ultimately improves services for residents.

Here, Panel members tell us why they like being part of it: 

Sue, Chair of the Customer Excellence Panel

“As tenants and members of the Customer Excellence Panel, we’re listened to, and it’s rewarding when our findings are taken on board.  I have learned so much through chairing this Panel!

“We’re a friendly and welcoming group, and we enjoy working together and seeing things through from beginning to end. It’s rewarding to help in any way we can, and I always look forward to the next scrutiny.

“When we’re looking at the services that Nottingham City Council Housing Services provides, we have the chance to meet and talk to staff, from trades colleagues and front line staff to managers, and work with them to get results that are favourable for everyone.”

Miriam, Panel member

“I enjoy being part of the CEP because it’s a diverse platform. It’s inspiring and important to me to hear different experiences and honest opinions, and to then be involved in making challenging decisions. The Panel also promotes personal growth.

“I’ve learnt a lot and developed some new skills from working on the CEP team – I now know how to host meetings, carry out research, create reports as a team, deliver presentations and much more. I’ve also learnt that it’s important to always use a person-centred approach.”

The Customer Excellence Panel has reviewed:

• Repairs
• Voids and Lettings 
• Garages 
• Complaints report
• Complaints Action Plan
• Garage management action plan

We’re always looking to actively recruit new members to this group, - to find out more, please email louise.painter@nottinghamcity.gov.uk