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. The Scrutiny Panel, made up of customers, carried out in-depth reviews to support Plus Dane in improving its services. 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 the 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 ensure 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 ensure 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 Angela Needham. 
• 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.