
Our Customer Committee
Meet the Committee Members
Trent & Dove is supported by a Customer Committee, whose members are Trent & Dove customers. The committee takes customers’ views into account to shape and continuously improve the homes and services that Trent & Dove provides and the community investments it makes.
Trent & Dove also has an Executive Team and a Board that are responsible for the organisation's day-to-day running.
Historically, Jacky’s background is within the health sector, particularly supporting young people and first-time parents aged 18 and under.
Lora has been a Trent & Dove tenant for four years. She emigrated from Bulgaria to England eight years ago. She is building a private practice as a psychotherapist.
Marcin has gained expertise in public consultations, social project management, and community needs assessment.
His work has included coordinating projects ranging from building community infrastructure to establishing support programmes, always with a focus on prioritising citizen input and needs.
Since retirement, Rolf has held several Non-Executive roles in the social housing sector, including Chair of South Staffordshire Housing Association and Housing Plus Group.
As a planning lawyer and Chief Executive of a local authority, Rolf has extensive experience in strategic and financial planning, managing and motivating people, and resolving difficult and sensitive issues.
He embraces Trent & Dove’s community work and its customer voice, which strengthens the organisation, making it more effective.
1. To provide a diverse cross-section of views, insight and opinion to the board from a customer perspective to:
a) Influence the board’s decision-making on key customer-related issues relating to the organisation’s responsibilities as a landlord or its commitment to communities (“Place-shaping”)
b) Enable the customer voice to shape and, and continuously improve, the homes and services that Trent & Dove provides and the community investments it makes.
2. To scrutinise operational service delivery to ensure that quality, performance and impact is in line with:
a) The expectations set by the board
b) The organisation’s customer service commitments.
3. To provide assurance to the board on the impact and operation of Trent & Dove’s community support and investment activities, including:
a) Approving the criteria for awarding community grants and priorities for funding
b) Providing assurance to the board that Value for Money and Social Return on Investment is being achieved as a result of community initiatives, activities and grants.
4. To provide assurance to the board that there are effective mechanisms in place:
a) For the organisation to gather and analyse customer opinion and insight on key customer-related issues
b) For the organisation to take customers’ views into account in a meaningful way before making decisions on important matters which affect them
c) For the organisation to respond to customer views and feedback and implement continuous improvement actions
d) To enable the quality of homes and services provided by T&D to be continuously improved in response to customer insight and feedback;
e) to effectively communicate to customers how their views and insight have influenced Trent & Dove’s actions and decision-making.