Launched in July 2009, the Customer Senate is made up of 14 customers from the 10,500 council-owned properties managed by Salix Homes. The Senate is an integral part of the organisation's governance structure, allowing customers to scrutinise all areas of the business, and ensuring the organisation is accountable to its tenants. Salix Homes has made significant improvements to its services as a direct result of the Customer Senate, including the introduction of a new out-of-hours telephone contact centre to deal with anti-social behaviour and domestic abuse incidents.
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Helen Collins, Vice President of the Chartered Institute of Housing (CIH), said: "The Salix Homes Customer Senate is a groundbreaking initiative that has been heralded as good practice nationwide. The Senate really does put customers at the heart of the organisation, and is a testament to the importance of giving tenants a voice. We would like to see more initiatives of this kind rolled out across the UK".
Salix Homes also received awards for Outstanding achievement in housing in England and Involving and empowering communities.
(CD/KMcA)
