Join our brand new SNG customer panels

We’ve been working on the new Customer Engagement Framework, designed to give customers more opportunities to shape and influence our services. We're now recruiting for panel members and chairs of our two new customer panels, and we'd love for you to apply!

Using your feedback to design an SNG Customer Engagement Framework

After merging in October last year to form SNG, we aimed to streamline our engagement services while responding to, and meeting, new consumer standards. A key part of getting this right was including both the customers who receive our services, and the colleagues who deliver these.

We hosted 9 workshops with customers, colleagues and panel members - with a total of 84 people attending in-person sessions. These were highly productive, sparking great conversations among attendees. We also ran customer and colleague surveys, receiving feedback from 5,291 customers and 375 colleagues. The customer survey in particular generated valuable insights about how you want to be involved in influencing the services you receive. To everyone who took the survey or attended an in-person session, we want to say a huge thank you for your contributions!

Our new Customer Influence Panel and Scrutiny Panel

We are excited to announce our new framework for how customers can help improve SNG services and hold us to account. The two main opportunities within this framework are our new Customer Influence Panel and our new Scrutiny Panel, and we’re currently looking for customers to join these. We will continue running our Local Panels until the end of 2024, while we appoint customers to these new panels and start training to get the panels up and running.

• Applications are open until Sunday 15 September.
• As well as covering expenses, each of these roles are paid.
• The panels will each have approximately 4-6 meetings a year, both in-person and digitally.

Customer influence panel

The Customer Influence Panel will consist of 12 customers and is a customer-led and customer-appointed group (following the initial recruitment to create the panel).This panel will influence and scrutinise our business performance, strategies, and policies. 

The Scrutiny Panel

The Scrutiny Panel consists of six customers and will work independently from the Customer Influence Panel. This customer-led and customer-appointed group (following the initial recruitment phase), will oversee scrutiny activity, carrying out dedicated reviews of specific services as requested by the Influence Panel.

This group of customers will be supported by a wider pool of more customers who will conduct ad-hoc scrutiny reviews regularly. The reviews will involve making recommendations on business improvements and the outcomes of these scrutiny reviews will be presented to the SNG Board. An example of what this panel might do is carrying out a scrutiny review into our repairs service.

One of the six Scrutiny Panel customers will be the panel’s Chair. The Scrutiny Panel Chair will be paid £2,500 per year, and Scrutiny panel members will each receive £1,500.

How to apply

Click here or the button below link below to visit our dedicated page for the new panel roles, where you can read the role profiles for each role, and submit your application form.