We are committed to putting residents at the heart of everything we do by encouraging you to scrutinise our services and help us improve our performance and customer satisfaction. There are several ways you can get involved to make a difference.
The customer experience committee is a committee of the Board, made up of Board members and three resident members.
The committee helps ensure residents’ voices are heard at the highest level of decision-making. It oversees Wandle’s customer-focused objectives, monitors the quality of services we provide, and helps make sure we deliver on our commitments to residents.
The committee reviews the performance of key services, including repairs and maintenance, building safety, neighbourhood management, lettings and allocations, resident involvement, complaints and disrepair. By providing challenge and scrutiny, it helps drive service improvements and better outcomes for residents.
Our customer panels bring residents and colleagues together to review services, share feedback and help shape improvements across Wandle.
This panel reviews the performance of key services, monitors compliance and customer satisfaction, and helps identify opportunities to improve the services residents receive.
The resident repairs panel brings residents and colleagues together to discuss what’s working well, identify areas for improvement and influence how repairs services are designed and delivered.
The homeowners’ panel gives shared owners the opportunity to influence the policies, processes and services that affect their experience as homeowners.
Feedback and recommendations from all of our panels are shared with senior leaders and the Board, helping to shape decision-making and drive continuous improvement.
We’re always keen to hear from residents who would like to get involved. To find out more about joining one of our panels, please email customerempowerment@wandle.com.
We want residents to have a real say in the decisions that affect their homes and communities. By getting involved, you can help us improve estate services, influence investment decisions, and shape community and environmental improvements in your area.
There are lots of ways to get involved:
Join your neighbourhood officer and other members of the local community to walk around your estate, identify issues and suggest improvements. Councillors and key contractors may also attend these sessions.
Any actions agreed will be developed with residents, and we’ll keep you updated on progress through our ‘you said, we did’ communications.
We support community groups, residents’ associations and social enterprises in the areas where we have homes. This includes signposting to training and other support to help groups grow, become more self-sufficient and make a positive difference locally.
We also recognise registered residents’ groups that include several Wandle residents and may provide an annual grant to help them meet, organise and deliver community activities.
At selected schemes, we’ll hold quarterly steering group meetings where residents can discuss local issues, raise concerns and help shape solutions.
From time to time, we’ll organise events focused on specific local issues, service improvements or consultations. These give residents the opportunity to share their views and help inform decision-making.
We’re committed to maintaining strong relationships with our leaseholders through an online homeowners forum, where they can share feedback and discuss topics that matter to them.
Using both local insight and data, we’ll develop targeted programmes that respond to the needs of residents and communities.
We’ll also engage residents through our digital platforms, using surveys, consultations and short-term task and finish groups to gather feedback and ideas when needed.
To learn more about the ways you can get involved, email customerempowerment@wandle.com.