Meet our Customer Panels
Our customer panels play an important role in helping to shape and improve SNG's services. Made up of customers from across our communities, they bring lived experience, challenge constructively, and help ensure customer voices are heard at every level of the organisation.
Together, our panels help influence decisions, review performance, and make recommendations that drive positive change for customers.
Customer Influence Panel
Our Customer Influence Panel works closely with SNG to provide oversight and challenge on the issues that matter most to customers.
Panel members review business performance, strategies, policies and customer feedback, helping to ensure customer perspectives are considered in key decisions. They also help identify areas where services could be improved and make sure SNG remains accountable to its customers.
The panel meets several times a year, both online and in person, and plays an important role in representing the wider customer voice across the organisation.
Scrutiny Panel
Our Scrutiny Panel carries out detailed reviews of specific services and areas of the business to help improve the customer experience.
Using customer feedback, performance data and evidence gathered during each review, panel members examine how a service is performing and identify opportunities for improvement. Their findings and recommendations are then presented to SNG to support positive change.
Reviews may focus on areas such as repairs, complaints, communication, or other services that are important to customers.
Have more questions on what’s involved in each panel? Explore a wide range of frequently asked questions (FAQs) for each over on Engage - Customer Influence Panel FAQs 
and Scrutiny Panel FAQs
Who are we?
We’re a group of SNG customers who volunteer our time to help shape the services that matter most to residents. As customers ourselves, we bring lived experience and a real understanding of what it’s like to live in an SNG home and community.
Our members come from a range of backgrounds, experiences and neighbourhoods, giving us different perspectives on what's working well and where improvements could be made. By sharing these views, we help SNG understand what matters most to customers and how services can better meet their needs.
We're passionate about making sure customers' voices are heard, valued and acted on. By working together with SNG, we help influence decisions, improve services, and create safer, stronger communities where people are proud to live.
Our purpose
We work alongside SNG to review services, performance and policies, helping to make sure customers' views are heard and acted upon. By looking at customer feedback, performance information and real-life experiences, we identify what's working well and where improvements could be made.
Our role is to provide constructive challenge, promote transparency and accountability, and help drive positive change. We focus on the issues that matter most to customers, with the aim of improving services and outcomes for everyone who lives in an SNG home.
Our values
- Customer-led - Our priorities are shaped by the issues, experiences and feedback that matter most to customers
- Independent - We provide honest, constructive challenge and share our views openly and fairly.
- Inclusive - We represent and champion the diverse communities that make up SNG.
- Transparent - We communicate our work, findings and recommendations clearly and openly.
- Passionate - We are committed to making a positive difference and continually improving the way we represent customers.
- Focused on solutions - We work collaboratively to help deliver meaningful, lasting improvements to services and communities.
Meet the Chairs
Jackie Dunn - Chair, Customer Influence Panel
"I'm hoping to achieve a really strong, robust panel that challenges in a constructive way - so that, ultimately, all services improve for residents and for the organisation."
Jackie Dunn - Meet the Chair
0:00 Jackie Dunn - I'm from the New Forest in Hampshire and I'm the chair of the Customer Influence Panel.
0:06 I'm really excited. I'm looking forward to the challenges that lie ahead.
0:10 My past experience: I've chaired many roles, have been in the social housing sector.
0:15 I've also been sat on the Board of governance and I just thought this is really exciting challenge ahead.
0:22 I formed a new panel previously and took that forward when scrutiny was first introduced and I feel like I've got the skills to make it happen and make it work and improve services for residents.
0:37 I'm hoping to achieve a really strong, robust panel that challenges in a constructive way and that we see ultimately, at the end, all services improve to the benefit of residents and also to the organisation.
Lauren Mathurin - Vice-Chair, Customer Influence Panel
"My first impressions of the panel are that it's quite a diverse team - there's a lot of diversity of thought."
0:00 I'm Lauren Mathurin, I'm from London and I'm the Vice Chair of the Customer Influence Panel.
0:07 So I've never engaged with a Sovereign Network Group before, other than as a resident.
0:12 So I'm very excited to see how the how things are run on the other side.
0:17 My first impressions of the panel are that it's quite a diverse team, so there'll be a lot of diversity of thought.
0:23 There's a lot of different types of tenants: so some from shared ownership, some from social housing. 0:28 And so we'll get a good overview from everyone and hopefully influence in the right way.
0:33 So I applied for the panel because I want to be able to help make a change.
0:39 I have a vested interest as a resident myself, but also I wanted to increase my personal development as well in this type of area, and I think that I've got a lot of transferable skills that I can bring to the panel.
0:51 One thing I'd like to achieve at the end of my time on the panel is being able to see some tangible changes.
0:58 So this isn't a time for lip service or just sitting around talking.
1:03 This is a time to actually make some changes and it'd be good to be able to have those as measurable targets at the end of the time.
1:10 I'm feeling really excited.
1:11 I think there's so much to learn at the moment, but there's so much to do as well, which is really exciting
Angie Chillingworth - Chair, Scrutiny Panel
0:00 My name is Angie Chillingworth, I'm chair of the Scrutiny panel and I'm also an SNG customer.
0:06 So I'm really excited to meet the new people that are joining the panel and exploring what skills they've got, so that we can actually improve how scrutiny works - for both Sovereign and for the customer - as an outcome.
0:20 I joined the RBP or Resident Board Partnership in 2021.
0:27 Although I I stayed doing that for about 18 months.
0:30 I felt it really wasn't using my skills for the best and, being a nosy lady, I thought the scrutiny panel would be better for me and I felt that I had enough knowledge but still eager to learn and actually take it forward.
0:44 So that's why I thought I'd like to improve how scrutiny works.
0:49 I think in the past it's always been a bit low and people's thoughts.
0:54 I want to bring it up to make sure that the voice of residents are heard and the customer are heard, but also allows for effective change if need be in the process or service delivery or even as far as improving things for the staff of SNG as well, because that's really important to me as well.
1:13 It's been nice to meet new people and to see what's coming up ahead.
1:19 I think it's going to be some really good times ahead, so.
