Customer Scrutiny Panel
Our Customer Scrutiny Panel (CSP) gives customers a direct role in reviewing how we perform and how we deliver services. The panel carries out detailed, independent reviews of our key service areas and gives recommendations that help us improve.
We welcome your ideas and contributions to our CSP discussions. If you have any areas of the Sage service that you would like the Panel to investigate, please get in touch via this form.
Customer Scrutiny Panel
Meet our members who help shape real customer improvements.
Customer Scrutiny Panel members
- Karen Appiah
- Sadiqul Choudhury
- Estelle Deadman
- Nat Jutla
- Yazmine Osborne
- James Taylor
Specialist Customer Scrutiny: Customer Panel Chair for Homes
- Micheala Olive
The Customer Scrutiny Panel Chair
Julia Porter is our CSP Chair. She’s a Non-Executive Director who supports the CSP and ensures their voice is heard in committee and board meetings.
Working together to improve our services
The Customer Scrutiny Panel helps us to keep improving our services. They listen to customers’ concerns and feedback, do in-depth reviews of how our services are working and make helpful recommendations to ensure we stay compliant with the Consumer Standards. To discover more ways you can support Sage, please visit our Get Involved page.
We'll communicate through our newsletter for any vacancies to join the CSP throughout the year. Our CSP welcomes customers from all walks of life who care about their communities and want to help improve how services are delivered.
You don’t need to be an expert, just someone who’s willing to share ideas, ask questions and work with others to make a difference. CSP members commit to four evening meetings per year (mainly online and lasting two hours each), along with one in-person planning meeting where reasonable. Alongside this, members participate in additional tasks as required, co-lead customer insight groups and receive occasional invites to attend Sage's Customer and Assets Committee meeting.
You said, we listened (and did)
Our biggest improvements this year co created with our CSP
- Friendlier, more supportive arrears letters
We redesigned our rent arrears letters so they’re clearer, warmer and focused on helping you, not adding pressure. - Better handling of noise and drug use complaints
We improved how we deal with these issues and satisfaction has increased significantly thanks to quicker, clearer responses. - A new ‘Meet Your Team’ page
It’s now much easier to find your Homes & Communities Officers, on our Meet Your Team page, understand what they do and know how to get support. - Easier website and portal navigation
We simplified menus, improved labelling and made content easier to find so you can get to what you need faster on our website and our My Sage Home portal. - Simpler, clearer payments with Pay by Bank
We improved the wording and flow to make payments quick, secure and easy and lots of customers are already choosing it. - Smarter, clearer online forms
We added progress bars and clearer language across all forms, making them much easier and less stressful for you to complete.
To access anything mentioned in this list such as Pay by Bank or reporting Antisocial Behaviour please visit your My Sage Home portal account.
If you have any queries or concerns you would like the Customer Scrutiny Panel to discuss please get in touch via this form:
Please note that general customer queries cannot be answered here, if you have a general query contact us via one of our options here.