New Chair for New Committee

Contour Homes has confirmed 76 year old Len Lloyd MBE.JP as Chair of the new Customer Services Committee – a Committee formed as part of the recently formed Customer Services Directorate established by the company.

Len, who lives in Stretford, has been a tenant activist since 1992 when he was asked to establish a residents association in a sheltered scheme where his wife was manager.  He has served in the Regular and Territorial Army for 42 years and then has also served as a magistrate for over twenty years.  Len has been heavily involved with Contour Homes including serving as Chair of the Tenants Forum to sitting as a member of the Collingwood then Contour Homes Board.

The new Directorate is a result of a major internal re-structure at Contour Homes, one of the North West’s biggest social housing organisations, and Len admits that initially he was somewhat sceptical about the plan.

“When the changes were first proposed I had some reservations,” he said.  “However, my opinion was changed by the commitment, dedication and enthusiasm of the Focus Group tasked with setting up the new Committee.

“Now I believe this new approach will increase customer satisfaction. It is a radical move that will shake the company out of its traditional method of operation.”

The new Customer Service Directorate is headed by Judith Winterbourne.    She said:  “Len’s commitment and enthusiasm will challenge the team to ensure we deliver the best service to our customers and place customer satisfaction at the heart of everything we do.”

Contour has invested considerable effort in scrutinising how it engages with tenants and is re-organising its business to provide a better service.  The Directorate has seen the establishment of Centres of Excellence as well as new Regional Teams.

The Customer Services Committee is comprised of twelve members and is a sub committee of the main Board.  It will meet eight times a year and Len says it will ensure that tenant voice is central to everything it does.

“We will be appointing Service Champions on the Committee who will focus on specific areas so that the Champion becomes very knowledgeable in his or her field,” he adds. “Our first priorities will be around tenant involvement and repairs, and the main aim of the committee will be to ensure that the Customer Services Directorate delivers.

“Though, under the new government, the future of tenant involvement and the TSA remain uncertain, tenant activists have worked too hard and come too far to give up their voice and influence.  Whatever the future of the regulator – tenants will continue to play a significant role in the sector.

“Contour Homes has adopted what I believe is a unique approach to its business which should result in significant positive changes for its thousands of customers. “I believe that more housing associations will adopt this new approach and I am pleased that Contour has been one of the first to move out of its comfort zone.”