Yesterday, we formally thanked and celebrated the members of our Customer Forum and Scrutiny Panel, marking the end of an important chapter in our customer involvement journey. 

The Customer Forum has been a key part of our organisation since January 2006, shortly after the Halton Housing stock transfer in December 2005. Over the past 20 years, Forum members have completed more than 230 policy reviews, overseen the Helping Hands Fund between 2019 and 2026, played a major role in shaping how services are delivered, and helped ensure we remain accountable and focused on what matters most to customers.

The Scrutiny Panel, launched in January 2012, has also made a significant impact. Members have carried out a wide range of service reviews, including Responsive Repairs, Voids, Aids and Adaptations, Enquiries, Compliments and Complaints, Estate Services and CSR. Their work extended to focus groups such as Value for Money (VFM), providing rigorous, impartial challenge that strengthened customer influence and directly shaped organisational decisions.

Former members from both groups were invited to a special appreciation event at our head office. The event gave us the chance to reflect on their dedication, achievements, and the difference they’ve made to customers and communities. It also allowed us to remember those involved customers who are sadly no longer with us, while looking ahead to the future of customer involvement.

As a gesture of thanks, each member was presented with a commemorative plaque and gift, recognising the time, insight, and commitment they have given.

Reflecting on his time, Scrutiny Panel Chair, Andrew Shaw said: “I suppose you could say that being involved in Scrutiny and running the panel for the past 14 years could be broken into two parts: personal and professional, but to be honest because of the dynamic at Halton Housing it all just blends into one. First and foremost, Halton Housing invested in me by helping me gain my level 2 then level 3 qualifications in Housing Management with the Chartered Institute of Housing. They also trusted me enough to allow me to represent Halton Housing at the Department for Communities and Local Government in London, Select Committee Meetings at Parliament and Consultation for Governance changes at The National Housing Federation following Grenfell. 

Back in Halton the Scrutiny Panel started to dig into Service Delivery in all parts of the organisation. This not only led to improvements in Value for Money for the organisation but also quality of life improvements for both Customers and Staff. Invariably working so closely with people means that bonds develop and personal and professional respect blooms. It’s not all been plain sailing though, we've had to say goodbye to many people along the way, some moved on to other roles or organisations, some retired and some have passed away. All are missed and we were made a better Panel because our paths crossed.

We would like to wish the newly formed Customer Committee all the best with their endeavours to represent customers and staff at Board level and ensure that service delivery is pushed to achieve its highest levels.”

Lisa Windle, Director of Customer Experience, said: “Our Customer Forum and Scrutiny Panel members have been an incredible source of challenge, support, and insight. Their honesty and dedication have helped us improve the way we work and deliver better outcomes for customers. We are truly grateful for everything they’ve contributed, and we look forward to building on their legacy through our new Customer Committee.”

From 1st April, a new Customer Committee will take forward this work, following a successful recruitment drive last year. 

The new committee brings together both Board Members and customers, giving customers an even stronger voice in shaping services and holding us to account as we move into this next chapter.

Find out more about our new Customer Committee.