Customer Scrutiny Panel

Join the Customer Scrutiny Panel

We're looking for customers to join our Customer Scrutiny Panel and help us shape our services and better reflect the diversity of voices and experiences in our communities.

We're especially keen to hear from men aged 18–45 and people from underrepresented or diverse backgrounds. However, all customers are welcome and encouraged to get involved.

Become a panel member

Customers play a key role in helping us improve our services to better meet your needs.

Here, you can find out more about the Customer Scrutiny Panel (CuSP), meet your panel members, get updates from the panel and find out how you can join.

About the Customer Scrutiny Panel

The Customer Scrutiny Panel is a group of Alliance Homes customers who meet every six weeks to look closely at how we work. The panel is led by a customer Chair and they meet regularly with Alliance Homes' Senior Leadership Team and Board.

Cusp helps to make sure Alliance Homes is open and accountable to its customers, and gives customers the opportunity to influence how services are delivered and improved.

What do you get out of joining the panel?

By joining the group, you get the chance to influence services, learn new skills and make a difference for other customers.

Have your voice heard: Share your ideas and ensure they're considered in detail
Make an impact: Take pride in knowing your involvement helps create positive change
Grow and develop: Build new skills, boost your confidence and help shape better services
Connect with others: Meet new people and feel more involved in your wider community.

Panel members are supported in their role, receive training, and have the chance to attend conferences and events to help them learn and grow.

Alliance Homes will cover reasonable costs, such as travel, and will provide food and drinks during in‑person sessions.

What will you do?

As a panel member, you and the group decide what to review. Together, you’ll scrutinise Alliance Homes’ services and focus on the topics that matter most to customers.

How does it help Alliance Homes?

Working closely with the Customer Scrutiny Panel helps us better understand customer needs and expectations to make more informed decisions about our services. The Customer Scrutiny Panel helps us to:

Build a meaningful way to listen to customers
Honest feedback helps us improve how we do things
We gain the confidence that our services work for customers by having them scrutinised by the people that use them.

How does the Customer Scrutiny Panel work with Alliance's Board?

The Customer Scrutiny Panel makes sure that customer voices are heard at the highest level so that they directly influence how decisions are made across Alliance Home.

That's why we're commitment to ensuring that our Board and Senior Leaders meet with our Panel members regularly. This means that:

The Panel meets every six weeks to deliver its scrutiny workplan
Twice a year, the Customer Scrutiny Panel (CuSP) attends the Alliance Homes Board meetings to discuss its scrutiny activity and recommendations.
Twice a year, the Board and Senior Leadership Team attend a CUSP meeting to continue these discussions and hear customer feedback first‑hand.

Review and download our Board, Senior Leader and CuSP governance structure, which outlines our objectives and commitments.

How to join the group and become a panel member

If you're interested in joining the panel, get in touch by:

Emailing communityengagement@alliancehomes.org.uk
Call us on 03000 120 120
Visiting or writing to us at Alliance Homes, 40 Martingale Way, Portishead, BS20 7AW

Terms of Reference

All panel members are expected to follow our Terms of Reference, which sets out how the panel works and what is expected from everyone involved. You can read the Terms of Reference here.

If you have any questions about the Terms of Reference, or would like them in another format, please contact us and we'll be happy to help.

Meet your Customer Scrutiny Panel members

Mary (Chair of the Customer Scrutiny Panel)

"I'm a retired NHS Senior Manager having worked in health and social care for over 40 years. I'm an Alliance Homes Shared Ownership customer, living here has enabled me to live close to my sons, who are also Alliance Homes tenants, and help look after my grandchildren. I'm passionate about supporting people to live in good, safe, and quality homes, as I believe it's fundamental to a person's health and wellbeing."

Alisa (Vice Chair of the Customer Scrutiny Panel)

"I live on the Coronation with my family and have been an Alliance Homes customer since 2022. I joined the panel because I want to help create a better experience for Alliance Homes' customers. I believe Alliance is listening and working with us, and I felt my own experiences could be helpful."

Angela

"I live in Banwell and downsized to my Alliance Homes property over four years ago. After being part of Hive, Alliance Homes' online community, I wanted to join the panel to represent customers, help be the bridge between them and Alliance Home and shape future improvements."

Kath

"I've lived on the Oldmixon for over 30 years, in the same house. Since retiring, I wanted to do something that could make a difference to the community, so I joined the panel to add my voice. I hope we can be the bridge between Alliance Homes and us, the customers."

Yvonne

"I've been an Alliance Homes customer for three years, and it's great to be part of a diverse group of customers. Together, we can share our voices and influence the decisions Alliance Homes makes that impact us all."

Graham

"I have been a customer of Alliance Homes for five years, and I joined the customer scrutiny panel to help improve the relationship between customers and Alliance, as well as to assist Alliance in gaining a better understanding of what its customers need."

Richard

"A Westonian by birth and having lives in Banwell for many year, I have been an Alliance tenant since 2017. I joined the group because I recognise that I have many skills I can easily bring to my role on the Customer Scrutiny Panel, having previously been a Parish Councillor and a Primary School Governor. I hope to contribute some of my own ideas and thoughts to help improve service delivery for all Alliance customers."

Mir

“I’m a customer of Alliance Homes living in Weston-super-Mare. I joined the Customer Scrutiny Panel because I want to help make a real difference to the services customers receive. I believe it’s important that customers feel heard and that their experiences are used to shape meaningful improvements. Through the panel, I enjoy sharing my perspective, asking constructive questions and working with others to support positive change. Being part of the panel allows me to contribute to positive change while continuing to develop my skills and help ensure services are fair, effective and centred around customers’ real needs.”

News and updates

Get the latest news on what the panel has looked at, the changes they're influencing and how they're sharing their ideas with us.