An update from Customer Experience Committee by Anna Bishop

An update from your Customer Experience Committee, January 2026

Chair Designate Anna Bishop shares what was discussed at the January meeting and how tenant feedback is shaping the plans of Wythenshawe Community Housing Group (WCHG).

Thank you for sharing your views

I’d like to start by thanking the 1,389 tenants who completed our Corporate Plan survey. Your feedback plays a vital role in shaping WCHG’s future.

The Corporate Plan sets out what WCHG aims to achieve over the next three years, and how decisions are made about investing your rent money.

At our January meeting, committee members agreed that the current draft plan does not yet fully reflect everything tenants told us matters most. We have asked the team to strengthen the plan so it clearly shows how your priorities will guide future decisions and investment.

What the Scrutiny Group told us

We also heard from our tenant-only Scrutiny Group, who reviewed progress on WCHG’s business transformation work.

Tenants said they are generally satisfied with progress so far, but they want to see clear evidence that promised benefits for customers are being delivered. They have asked for another update in 12 months’ time to make sure improvements continue as the work expands.

The committee fully supports this request.

Improving how we keep you informed

Keeping residents informed is something we know really matters.

Members welcomed the introduction of a new call-back dashboard, which tracks how quickly calls are returned. At the moment, call-backs are taking too long, and in some cases are not happening when promised.

Managers have been asked to improve this, and the committee will be monitoring performance closely to make sure residents see real improvements.

Meeting national standards

We also reviewed the Consumer Standards set by the Regulator of Social Housing. This helps us check that WCHG is acting responsibly and delivering services that meet national expectations for social landlords.

Thank you

Thank you for continuing to share your experiences, ideas and concerns. Your voice helps shape our work, and we remain committed to making sure WCHG’s plans and services reflect what matters most to you.

Anna Bishop
Chair Designate, Customer Experience Committee