Customer Involvement

Our Customer Assurance Team plays a key role in scrutinising our services and ensuring we’re held accountable. Made up entirely of customer volunteers, the team challenges us to do better, think differently, and always listen. Their work feeds directly into our Governance Audit & Assurance Committee (GAAC) and forms an essential part of our governance structure. They help scrutinise our services and hold us to account against the consumer standards set by the Regulator of Social Housing. The Customer Assurance Team is made up of four groups of involved customers who are all volunteers.

Twice a year we hold our joint meetings with our Customer Assurance Team volunteers, our full Board and colleagues These meetings are a vital opportunity to review the fantastic work that our involved customers undertake, assess joint projects, and explore how we’re delivering against the Regulator of Social Housing’s Consumer Standards.

Crucially, these meetings give our Board the opportunity to hear directly from customers about the work they do, the insight they bring, and the difference they are making. It’s a powerful reminder of how lived experience can shape services for the better and a clear demonstration of our commitment to customer voice and co-regulation.

We’re grateful for the dedication and insight our volunteers contribute. Over the past year alone, they’ve given more than  1,100 hours of their time to work alongside us. Their lived experience plays a vital role in shaping services that are more responsive, inclusive, and effective for everyone.

We want as many tenants to get involved with us as possible, to volunteer, to help influence and improve our services. Did you know you can volunteer as part of our Customer Assurance Team and you don’t need any experience at all? 

If you work, are a parent, or carer or have never attended a meeting, we have options that will suit you! Your views are important to us and can be used to make a real difference.

Read the Customer Assurance Team's Annual Report 2024/25 here

We have four Customer Assurance Groups - you can read about the different involved groups here. If you have any questions about how you can get involved with us, call or email our Customer Engagement Team on 0300 303 9848 or email get.involved@wvht.co.uk to have a chat.