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 the panel members, read 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 deliver our services.

The panel is led by a customer Chair and works directly with Alliance Homes’ Senior Leadership Team and Board.

CuSP helps make sure Alliance Homes is open and accountable, giving customers a meaningful say in how services are delivered and improved.

What join the panel?

By joining CuSP, you can help shape services, learn new skills and make a difference for other customers.

Have your voice heard – share your ideas and feedback, which are considered in detail
Make a real impact – know that your involvement helps create positive change
Grow and develop – build new skills and confidence through training and experience
Connect with others – meet new people and feel more involved in your community

Panel members are fully supported in their role, receive training, and may attend conferences and events to help them learn and develop.

Alliance Homes will cover reasonable expenses, such as travel, and provide food and drinks at in‑person meetings.

What will you do as a panel member?

As a panel, you decide what areas to review.

Together, you will:

Scrutinise Alliance Homes’ services
Focus on the issues that matter most to customers
Make recommendations to help improve how services are delivered.

How does CuSP help Alliance Homes?

Working closely with the Customer Scrutiny Panel helps us better understand customer needs and expectations. This helps Alliance Homes to:

Build meaningful ways to listen to customers
Use honest feedback to improve services
Gain confidence that services work well for the people who use them.

How does CuSP work with the Board?

CuSP ensures customer voices are heard at the highest level and directly influence decision‑making across Alliance Homes.

To support this:

The panel meets every six weeks to deliver its scrutiny workplan
Twice a year, CuSP attends Alliance Homes Board meetings to present findings and recommendations
Twice a year, Board members and Senior Leaders attend a CuSP meeting to hear feedback directly.

You can view and download our Board, Senior Leader and CuSP governance structure, which outlines our objectives and commitments.

How to join the panel

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 explains 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.