Our Customer Assurance Panel

We set up our Customer Assurance Panel (CAP) in January 2023, with a broader remit than the Scrutiny Panel which had been in place for the six years previous. 

You can read the latest CAP meeting updates here.

What is the purpose and role of the CAP?

• Looking at issues that affect customers so that we can improve our customer experience
• Working with Plus Dane and its Board to look at how we can improve our services for customers to make sure they are the best they can be 
• Working with other Plus Dane customers to make sure that the views of wider customers are reflected in our work and valued at the highest level within Plus Dane
• Feeding recommendations directly into our Board so it can make informed decisions based on the needs and priorities of our customers

How does the CAP achieve this?

• Holding Plus Dane to account by looking at how satisfied customers are and providing suggestions for improvement
• Asking for more in-depth service reviews to be carried out so we can understand what is working well and where we can improve
• Looking at how we are learning lessons from complaints, so we don’t keep making mistakes
• Working with us to make sure that the views of customers are considered when we are setting up new services and appointing contractors

Meet the CAP

• The CAP is made up of nine members who are customers (tenants and shared owners) of Plus Dane 
• The Chair of Purpose Committee who is a Board member attends CAP meetings 
• The Chair of CAP attends Purpose Committee 
• Plus Dane colleagues attend the meetings to provide administrative support and present reports but are not members

How do meetings work?

• The meetings are currently chaired by Rachael Johnston 
• Meetings are held every three months on Microsoft Teams and the agendas are prepared with the Chair
• You can find all of the CAP meeting updates below:

What support is there for the CAP members?

• Plus Dane’s Governance team support the CAP individually and as a group as well as providing administrative support for the meetings
• Induction, on-going training and attendance at conferences/events is provided
• iPads are provided to CAP members to help them in their role