What our panels have been up to
Every time our Customer Influence Panel or Scrutiny Panel meets, we publish a short recap - usually a video from one of the members, plus the full minutes for anyone who wants the detail. It's how we keep things transparent, whether or not you're involved yourself.
Not sure what a panel does?
Meet our panelsCustomer Influence Panel updates
The Customer Influence Panel met on 15 July 2026 to discuss a range of topics affecting customers across SNG. The panel heard updates from several colleagues and customer representatives.
Key discussions included:• Gareth Mostyn, Board Observer, shared an update on Board discussions, including customer satisfaction, repairs performance, anti-social behaviour, building safety, and progress against SNG's new Corporate Plan.
- Howard Jones, Head of Customer Insight, presented the latest Voice of Customer performance data, highlighting improvements in customer and repairs satisfaction.
- The Scrutiny Panel provided updates on its repairs and retrofit reviews and confirmed that Shared Ownership will be its next scrutiny topic.
- Phoebe Newton, Customer Voice & Engagement Officer, shared plans for the next series of the SNG podcast, including future topics such as repairs, service charges, rent increases and anti-social behaviour.
Next meeting:
The next Customer Influence Panel meeting is planned for 15 October 2026 at The Hive, Wembley
The panel heard an update on repairs contracts and the companies delivering them on SNG's behalf, plus how a recent case management complaint was resolved. The panel also reviewed the low-access scrutiny findings ahead of presenting them to the main Board.
CIP Recap Video May 2026
0:00
So my name is Angie.
0:01
I'm one of the members of the customer influence panel.
0:06
Today we've had a really good meeting.
0:10
We had Mike Smart who presented the update on the repairs contracts and the companies that deliver on behalf of SNG.
0:21
We had Neil Goodrich who gave us an update on a case management complaint and how how that had been dealt with and moving forward, also gave an update on the low access scrutiny that we've now got ready to deliver to the main board.
The panel discussed performance, customer experience and priorities for the year ahead, including a major new investment in repairs aimed at cutting waiting times. Members raised concerns about damp and mould, antisocial behaviour and safeguarding, and reviewed progress on the customer promises around clearer communication.
CIP Recap Video12 November 2025
0:01
Customer Influence Panel Summary of Meeting 12th of November 2025 The Customer Influence Panel met today to discuss performance, customer experience and priorities for the year ahead.
0:14
Members received updates from senior leaders on recent board activity, including a major investment in repairs through a new SNG programme, which aims to significantly reduce repair waiting times and improve service consistency across all localities.
0:33
Regional directors also shared stories and highlighted progress in community support, while also addressing concerns raised by panel members around dampen mould, antisocial behaviour, case management and safe safeguarding of vulnerable customers.
0:49
Plans were agreed to improve data visibility and explore targeted support for the residents most at risk.
0:58
The panel also reviewed progress on customer promises, focusing on communication improvements and ensuring customers clearly understand what to expect.
1:07
A detailed discussion on complaints performance explored satisfaction, drivers, quality assurance work and steps being taken to reduce delays and improve follow up.
1:19
Finally, the panel considered the upcoming rent review, emphasising the need for clear, empathetic communication.
1:27
Preparations were also made for December's planning day, where priorities for 2026 will be agreed.
Following confirmation that the Equality, Diversity and Inclusion report had reached the SNG Board, the panel shifted its approach to complaints oversight - moving from individual case reviews to looking at themes, risk and long-term improvement. A working group was set up to review complaints that had gone to the Ombudsman.
Final CIP Recap Video 27 August 2025
0:00
Hi, I'm Sarah Mitten, Head of Customer Engagement for Sovereign Network Group.
0:05
I'm just going to give an overview of our recent customer influence panel meeting.
0:09
So following our August meeting, a series of important actions were taken forward to strengthen how residents shape services and how the panel influences organisational learning.
0:20
So the panel received confirmation that the EDI Equality, Diversity and Inclusion report has now been shared with the SNG Board.
0:29
This ensures residents views continue to inform strategic decisions.
0:33
Members also requested more support with understanding data and dedicated training on data interpretation was to be delivered in October.
0:43
The panel agreed to shift its approach to complaint oversight, moving away from individual case reviews and focusing on themes such as risk and long term improvements.
0:53
A workshop was held following the August meeting with senior leaders to design a new framework which is now in use.
1:01
Alongside this, we also decided that a working group would come together to look at the P54 complaints process.
1:08
So our P54 review is when we look at any complaints that have been taken to the Ombudsman and try and learn lessons from it.
1:16
So the panel have now chosen to make complaints a central theme for our upcoming meetings so that we can hold SMG to account on our approach.
1:25
Members also asked for further scrutiny of the Organisation Complaints report, particularly around communication.
1:30
This report will continue to be reviewed at upcoming meetings, so watch this space.
1:34
A request for greater clarity in super genders, distinguishing themes and items for discussion has now been built into future meeting formats, and the panel will also continue to receive updates on SNJ's work looking at AI and with a a future meeting plan for 2026.
1:56
Finally, several follow-ups were scheduled, including further discussions on shared ownership, locality level information and other items that will come to our November meeting.
The panel asked for a clearer locality and customer services map, discussed the new repairs programme aimed at speeding up repair times, and reviewed a new analytics tool for tracking repairs and feedback. New themed resident groups - covering young people, sustainability and antisocial behaviour - were also set up.
CIP Recap Video July2025
0:01
Hi, I'm Nicola and I sit on the Customer Influence panel and I'm going to give you the rundown of how the meeting went in July 2025.
0:10
S after the meeting a number of actions were taken to improve services and make sure residents voices were at the heart of all decision making.
0:19
The panel asked for new clear locality and customer services structure and map.
0:26
This updated chart will be shared when it is ready.
0:30
Members were also keen to understand more about S and GS new repairs programme which aims to speed up the repair times.
0:37
A field session will be held later in the year and more information about the event conversation linked to the project is being prepared.
0:46
Work on EDI equality, diversity and inclusion has moved forward well.
0:51
The findings and recommendations from the EDI scrutiny work have now been shared and SIP will be monitoring the progress.
1:00
A new resident sustainability panel is being set up and will be coming out later in the year, and more information about that will be updated.
1:09
The organisation is improving how it uses data.
1:13
A new analytics tool has been developed to help understand repairs and customer feedback more clearly and the locality dashboard is now live, including information about antisocial behaviour.
1:29
Panel members raise concerns about how repairs operatives are allocated, how unresolved repairs are handled and the quality of post inspection cheques.
1:40
Senior leaders will attend upcoming meetings to explain what is being done to improved these areas and to share sample data.
1:49
The panel also discussed how to improve communication with its residents.
1:55
This includes updating the repairs customer promise, making newsletters easier to access and ensuring printed translations versions are available also.
2:05
Finally, new themed resident groups, including ones focused on young people, sustainability and anti social behaviour are being set up.
2:16
Members will ask which topics they would like to join and what times work best.
2:22
And then that was all for July's meeting.
2:24
Our next meeting is going to be in August and we look forward to updating you then.
The panel welcomed the outcome of the Regulator of Social Housing's inspection, which rated SNG's engaged residents work C2. Members also reviewed repairs KPIs and heard about progress integrating SNG's contact centres.
CIP first meeting summary - 15 January 2025 - video transcript
0:00
We had our first panel meeting today.
0:02
It went really well, really good.
0:04
Questions were asked, we challenged on a few points, staff were upright and honest, and the outcomes from the meeting have been really good.
0:14
So we've identified a scrutiny already which we will pass over to the scrutiny panel - and that was around equality, diversity and inclusion report, where we want to just dig in a little bit deeper.
0:28
Members contributed very well.
0:30
I have to say Princess raised some really good questions.
0:35
We've had some really good outcomes on the ‘Voice of the Customer’.
0:39
We challenged on the ASB satisfaction rate and we have our next meeting scheduled now for the 12th of March and that will be with the regulator in attendance.
0:53
And so we are busily preparing ourselves for that meeting now.
The panel's second meeting covered the new repairs and maintenance service for London and Hertfordshire and heard from the Scrutiny Panel Chair about an upcoming review into equality, diversity and inclusion.
March 2025 CIP meeting summary video transcript
Hi, my name is Ruth.
I'm a member of the CIP which is the Customer Influence panel and today we had our second meeting.
It was really exciting to come together again and we were talking about so many different things.
We had people come in and tell us about what was happening with the organisation in terms of the new repairs and maintenance service for the London and Hertfordshire areas and talking about their contract review meetings that they're having monthly where one of our members of the panel is attending.
To make sure that the mobilisation of the new service and the closing of other works in progress with the old service will enable customers to still enjoy what's happening and not to have a poor-quality service.
One really good positive is that Angie from the Scrutiny Panel, who's the chair of the Scrutiny Panel, came to talk to us about the next scrutiny they're about to undertake on equality, diversity and inclusivity within SNG and how they're going to start doing that with different groups of people to get the data and also going to the organisation to talk to the relevant sections for information.
So that will be quite an interesting scrutiny that I look forward to sharing the outcome of, or Jackie will at a later date.
And the next meeting for the Customer Influence Panel is the 14th of May 2025 and we're holding it at the Bristol offices.
The panel's first-ever meeting. Members identified their first scrutiny topic, which was equality, diversity and inclusion, and reviewed early findings on antisocial behaviour satisfaction rates.
CIP first meeting summary - 15 January 2025 - video transcript
0:00
We had our first panel meeting today.
0:02
It went really well, really good.
0:04
Questions were asked, we challenged on a few points, staff were upright and honest, and the outcomes from the meeting have been really good.
0:14
So we've identified a scrutiny already which we will pass over to the scrutiny panel - and that was around equality, diversity and inclusion report, where we want to just dig in a little bit deeper.
0:28
Members contributed very well.
0:30
I have to say Princess raised some really good questions.
0:35
We've had some really good outcomes on the ‘Voice of the Customer’.
0:39
We challenged on the ASB satisfaction rate and we have our next meeting scheduled now for the 12th of March and that will be with the regulator in attendance.
0:53
And so we are busily preparing ourselves for that meeting now.