Independent Committee Members – Customer Experience Committee

Join Accent Housing Group’s Customer Experience Committee and help shape “a place to be” for thousands of customers across England.

Accent Housing Group owns 22,000 homes across the North, East, and South of England and provides services to over 41,000 customers. Accent exists to the improve lives of customers, by providing high-quality homes. Whatever their housing need, customers come first.

It is an exciting time for the organisation as Accent looks to implement a new customer framework to ensure that at every opportunity, customers receive a first-class service. But not just that, Accent wants services to be customer-led, enabling customers to play a meaningful role in designing services and holding them to account to make sure they deliver. Accent are also proud of their Homes England Strategic Partnership, which allows them to build even more homes in areas of housing need.

Accent are currently looking to recruit two Independent Committee Member positions on the Customer Experience Committee, in line with the approved succession plan. Accent are looking for individuals who will continue to build on Accent’s success, offering strategic oversight, expert insight and constructive challenge to ensure Accent delivers now and for the future. A diverse customer perspective is also important, so Accent would also like to encourage applications from those with a lived experience of social housing, or a similar customer experience, and from younger people and other under-represented groups.

The Customer Experience Committee is responsible for overseeing the delivery of services across the organisation and monitoring performance. A key element of the committee’s work is to act as a strategic link between the Board and customers – sharing resident views, reflecting on the delivery of landlord services, and helping to shape customer-facing policy and strategy. The Committee provides vital insight to the Board and Executive Team, helping Accent to improve and reshape housing and customer services.

Core responsibilities include:

• Monitoring Accent’s overall service delivery and customer performance.
• Overseeing the implementation and impact of Accent’s new customer influence framework.
• Providing strategic oversight of tenancy management, customer-facing policies and improving complaints handling.
• Driving improvement in customer satisfaction and perception.
• Sharing resident feedback and championing customer insight within governance.
• Ensuring customer voice is reflected in the organisation’s strategic decisions.

Accent is looking to appoint Independent Committee Members with the following attributes:

• Experience of delivering exceptional customer experience within the social housing sector.
• A strong and current understanding of the Regulator of Social Housing’s consumer standards.
• Experience working across multiple geographies and customer demographics.
• Ability to interpret and challenge performance data constructively.
• A commitment to inclusive, customer-led service design and delivery.
• Excellent stakeholder engagement and communication skills.

Time commitment:

• • • Committees meet approximately 6 times per year.
    • Where required, additional meetings may be held to support the organisation’s business, and Strategy Days are held twice per year for all NEDs.
    • The annual commitment for a Committee Member is likely to be around 8 days.
    • Meetings are held across Bradford, Peterborough and other locations. All applicants must have the capacity and availability to travel.