The Customer Influence Panel is a customer-led, customer-appointed group that plays a vital role in shaping our organisation. It influences and scrutinises our business performance, strategies, and policies, ensuring that customer perspectives remain at the heart of decision-making.
The panel is made up of a small group of SNG customers, including a Chair and Vice Chair.
The Role of the Chair and Vice Chair
- The Chair serves as an observer at the SNG Board, ensuring customer voices are heard at the highest level.
- The Customer Board member also attends Customer Influence Panel meetings as an observer, strengthening the connection between customers and leadership.
Meet the Chairs
Get to know the leadership behind the Customer Influence Panel by watching the videos below.
Jackie Dunn - Chair
Jackie Dunn - Meet the Chair
0:00 Jackie Dunn - I'm from the New Forest in Hampshire and I'm the chair of the Customer Influence Panel.
0:06 I'm really excited. I'm looking forward to the challenges that lie ahead.
0:10 My past experience: I've chaired many roles, have been in the social housing sector.
0:15 I've also been sat on the Board of governance and I just thought this is really exciting challenge ahead.
0:22 I formed a new panel previously and took that forward when scrutiny was first introduced and I feel like I've got the skills to make it happen and make it work and improve services for residents.
0:37 I'm hoping to achieve a really strong, robust panel that challenges in a constructive way and that we see ultimately, at the end, all services improve to the benefit of residents and also to the organisation.
Lauren Mathurin – Vice-Chair
0:00 I'm Lauren Mathurin, I'm from London and I'm the Vice Chair of the Customer Influence Panel.
0:07 So I've never engaged with a Sovereign Network Group before, other than as a resident.
0:12 So I'm very excited to see how the how things are run on the other side. 0:17 My first impressions of the panel are that it's quite a diverse team, so there'll be a lot of diversity of thought.
0:23 There's a lot of different types of tenants: so some from shared ownership, some from social housing. 0:28 And so we'll get a good overview from everyone and hopefully influence in the right way.
0:33 So I applied for the panel because I want to be able to help make a change.
0:39 I have a vested interest as a resident myself, but also I wanted to increase my personal development as well in this type of area, and I think that I've got a lot of transferable skills that I can bring to the panel.
0:51 One thing I'd like to achieve at the end of my time on the panel is being able to see some tangible changes.
0:58 So this isn't a time for lip service or just sitting around talking.
1:03 This is a time to actually make some changes and it'd be good to be able to have those as measurable targets at the end of the time.
1:10 I'm feeling really excited.
1:11 I think there's so much to learn at the moment, but there's so much to do as well, which is really exciting
Panel meeting updates
The Customer Influence Panel held its first meeting in January 2025. Watch the video below for a brief update from Chair Jackie Dunn.
Hi, my name is Ruth.
I'm a member of the CIP which is the Customer Influence panel and today we had our second meeting.
It was really exciting to come together again and we were talking about so many different things.
We had people come in and tell us about what was happening with the organisation in terms of the new repairs and maintenance service for the London and Hertfordshire areas and talking about their contract review meetings that they're having monthly where one of our members of the panel is attending.
To make sure that the mobilisation of the new service and the closing of other works in progress with the old service will enable customers to still enjoy what's happening and not to have a poor-quality service.
One really good positive is that Angie from the Scrutiny Panel, who's the chair of the Scrutiny Panel, came to talk to us about the next scrutiny they're about to undertake on equality, diversity and inclusivity within SNG and how they're going to start doing that with different groups of people to get the data and also going to the organisation to talk to the relevant sections for information.
So that will be quite an interesting scrutiny that I look forward to sharing the outcome of, or Jackie will at a later date.
And the next meeting for the Customer Influence Panel is the 14th of May 2025 and we're holding it at the Bristol offices.