Checking Westward's services
What does the senate do?
The Customer Senate is made up of 10 Westward customers who meet six times a year. Their role is not to be a sounding board themselves, but to consider the best way to engage customers in proposals for change or new ideas/services. For example they have considered changes to the Neighbourhood Policy, Development Strategy, strategic business priorities for the coming year, etc.
They also receive performance information and can propose mystery shops of different services.
The Senators ask questions such as:
What are the likely impacts on customers, homes, neighbourhoods and communities?
What is the timeframe, who will make the decision and where are we now in that timeframe?
How are customers to be engaged?
How have outcomes been analysed, have any options been varied as a result, and what weight do the view of customers carry?
What views does it wish to make known to the decision makers (i.e. the board or executive team)?
What happens next?
The 2017 dates Customer Senate meeting dates are:
- Wed 13 September
- Wed 22 November
The Senate will have been running for a year in November and we plan to have a review of outcomes/achievement