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An ambassador for customers

Customer scrutiny plays a critical role at Futures. Our scrutiny panels conducted four operational reviews and were nominated for an Excellence in Tenant Scrutiny Award at the annual TPAS Central Region event.

A key member of the panel is Bryan Pawley, 73. The longest serving member of the Daventry-based Scrutiny Panel, Bryan has made a positive difference to the lives of other customers for over seven years. He has been Chair of the panel for the last 12 months and is a practising member of the CIH.

Bryan lives in one of the Group’s properties in Braunston, Northamptonshire, where his wealth of experience is helping improve our services to all our customers. It’s a role that he both enjoys and takes very seriously.

“I am passionate about looking out for other customer’s interests and being an ambassador for them.

“Futures and the housing sector has evolved considerably and I’ve learned a lot from these changes. Sitting on the East Midlands Tenants Participation Forum and gaining CIH qualifications has also provided invaluable knowledge that I’ve been able to share.

“I’ve always been impressed with how Futures takes customer’s views on board. About 90% of our recommendations have been put into place and I’ve taken great pride in seeing how we’ve helped improve things like repairs and the selfservice portal.”

If you are interested in joining Bryan on the Scrutiny Panel, the group is currently recruiting for new members. For more information, please email getinvolved@futureshg.co.uk

  • Last updated: 15/11/2016

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