Checking Westward's services

What does the Senate do? Senate logo

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 haveCustomer Senate outside the office. 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 2019 dates Customer Senate meeting dates are:

Wednesday 3 April

Wednesday 5 June

Wednesday 4 September

Wednesday 6 November

Meetings will start at 10:30 - 13:00 followed by lunch

For an update on the latest Customer Senate meeting – see the slides from Mar 2018 and the action tracker.

The Senate has now being running for over a year.  A report is currently being prepared to go to the next Board meeting, and will be available here to review once approved.