Grand Union’s customer engagement panel, Residents’ Voice, has appointed Richard Cade as their new chair.
Residents’ Voice was formed in January 2018 in order to ensure customers’ voices were represented and heard at the highest level as well as to better align the customer engagement process.
Richard said of his appointment: “I am honoured to accept this position and am looking forward to progressing Residents’ Voice with the help and support of Grand Union staff in the future.”
Since its inception, the group has held six formal meetings, taken part in three in-house training sessions, including one to shape the way they receive information on key performance indicators, and revised their meeting format to give a greater emphasis on complaints and a move towards more of a scrutiny role.
Phil Hardy, Executive Director of Operations, said: “Getting customers at the heart of decisions that impact on our homes and communities is really important to us. I am delighted that the panel has appointed someone of Richard’s calibre to lead not just the group forward, but the wider engagement vision we are building together.”
Residents’ Voice is now part of Grand Union’s formal governance structure. Members co-designed their terms of reference and receive all their information digitally, the same way as the Board.