Co-optee on the Customer Experience Committee

Position: – Co-optee on the Customer Experience Committee

Start: March 2026

Location: Meetings are normally held online using Microsoft Teams; however, we always hold one meeting in person per year

Remuneration: £2,326.00 per annum

Meeting commitments: 4 evening meetings per annum, held around February, May, July and October; however, additional meetings could be added from time to time.

Our Board are keen to ensure that MHA isn’t just a provider of homes but is a place-shaper landlord in the neighbourhoods where we operate.  We want to invest in neighbourhoods and people so that MHA can make a real difference towards addressing the housing needs and deprivation which exist for BME communities.

 We are particularly interested in candidates with strategic experience in one or more of the following areas:

• Housing Management
• Asset/Property Management
• Customer Service
• Health & Safety compliance
• It and Digital (Customer-centric focused)
• Interest in neighbourhood and community housing issues
• Green thinking / Carbon Neutral / Sustainability

The New Co-optee to the Customer Experience Committee

We are looking for one new co-optee to help us continue to maintain our G1-V1 status and continue to move us forward towards our vision. A knowledge of issues affecting the housing sector is preferred.

Duties of the Customer Experience Committee Members

• To effectively scrutinise and challenge service delivery
• To drive customer-shaped service improvements
• To provide the Board with assurance that MHA is fulfilling its regulatory compliance with the Consumer Standards
• To provide Board assurance that MHA is meeting all its health and safety requirements
• To review compliance against the Housing Ombudsman Complaint Handling Code
• Monitor that EDI is considered in all decisions made with respect to customers
• To seek assurance on behalf of the Board that the right policies are in place
• Receive and review reports on KPIs, including complaints and customer feedback, relating to all operational services.
• Review and approve all operational policies, including health & safety policies delegated to the committee by the board.
• Review and recommend the Health & Safety Policy and Manual to the Board for final approval
• Monitor the ongoing quality of overall services provided to customers through the review of performance, customer feedback methods and customer service standards.
• Scrutinise reporting and provide assurance to the Board on customer health & safety compliance, including property-related and other external Health & Safety compliance, identify any areas of non-compliance, monitor improvements and report to the Board any concerns or issues.
• Receive regular Complaints and Compliments report which provides details of MHA complaint handling performance, and recommend any policy changes to improve service delivery
• Review any Housing Ombudsman determinations and approve any appeal to determinations if necessary. Escalate any serious maladministration concerns to the Board
• Monitor compliance against the Housing Ombudsman Complaints Handling Code Self-Assessment and ensure actions arising from the self-assessment are completed
• Monitor satisfaction data and customer insight to help drive service improvements.
• Gain assurance that MHA is complying with the Regulator of Social Housing Consumer Standards and refer any potential associated non-compliance to the Board.
• Review our performance against the Tenant Satisfaction Measures before being submitted to the RoSH, ensuring the information being submitted is accurate, reliable, valid, and transparent.
• Review the Annual Report to Tenants prior to its publication
• Ensure resident engagement processes are used effectively, and the customer’s voice is being listened to, to inform future service delivery
• Suggest any Internal Control audits on operational services as part of the Internal Audit programme
• Monitor Action Plan progress against Strategies under the Committee’s remit

Person Specification

 Core competencies

• Strong communication and interpersonal skills
• Strong team player, able to work consensually
• Strategic thinking, able to analyse information and contribute to rational decision-making
• Support the mission, vision, and values of the organisation

Abilities

• Effective questioning and debating skills to make informed judgements on both written and verbal information
• Able to challenge appropriately

Personal behaviour and style

• Actively acts as a role model, displaying professional conduct as expected of a Co-optee
• Proactively demonstrates a strong commitment to equality, diversity, and inclusion
• Listens to others and provides clear-sighted decision-making when it is required
• Demonstrates credibility and integrity
• Has the time and commitment to effectively discharge the responsibilities of a Committee Member

The successful candidate’s induction will comprise:

• Welcome & Presentation by the CEO and the Director of Operations
• A Co-optee Handbook

Interviews will be conducted on an ongoing basis, and as such, we advise you to make your application as soon as you are able to increase the chance of being considered for an interview.

Every application will receive a response.

Applications will remain open until the vacancy is filled

Please note: Manningham Housing Association (MHA) does not provide working visas. Candidates must have the right to work in the UK and provide the necessary documentation.

Please note that no driving licence or vehicle is necessary for this role

If you face any issues while applying or need some support, please contact [email protected]