The Board at Byker Community Trust want to make sure the tenant voice is heard in the decision making process. In addition to having tenant board members Byker Community Trust has co-opted a committee of customers to add another layer of scrutiny to its Governance arrangements. The Customer Scrutiny Committee has responsibilities for the following:

  1. Monitoring complaints and compliments
  2. Reviewing Service Standards and Performance
  3. Encouraging further tenant involvement
  4. Monitoring compliance against the Consumer Standards as set out by the Regulator of Social Housing.

The Committee meet four times a year formally to look at BCT’s performance but they also carry out reviews in key areas to drive service improvement from the customer perspective.