One of the key outcomes was the agreement of a new membership model. Members can now choose to be:

• Core Members, who take an active role in meetings and panel activities
• Flexi-Members, who contribute more flexibly around other commitments

Positively, every current member chose to remain involved, providing a strong foundation for the future of customer engagement.

The Panel also discussed how customers can help hold Brighter Places accountable and ensure customer feedback leads to meaningful improvements. Members highlighted the importance of clear ownership, accountability and regular updates on actions taken.

After reviewing customer feedback, satisfaction data and complaint trends, the Panel agreed that its first topic for Putting the spotlight on Brighter Places will be Communication and ease of access.  The review will focus on:

• how easy it is for customers to contact Brighter Places
• response times and promised callbacks
• communication throughout the repairs process
• keeping customers informed when issues require multiple visits

The next step will be a dedicated workshop, where members will explore these areas in more detail and develop recommendations for improvement. Thank you to everyone who contributed to a positive and constructive discussion, helping ensure customer voices continue to shape services across Brighter Places.