What are Regional Customer Panels?
Abri is a large organisation covering a wide geographical area. To make sure we understand and respond to the needs of different communities, we have three Regional Customer Panels in the South, South East and South West. Each panel focuses on the issues that matter most in its local area, helping us deliver services that reflect local priorities.
Each panel is led by a Chair who is an Abri customer, and all panel members are customers too. They bring their lived experience of living in an Abri home, ensuring that discussions are grounded in real insight and everyday experience.
Regional Customer Panels work with Abri to improve services and shape local planning. They:
- Explore the issues that matter most in their region
- Share their experiences and ideas
- Provide feedback on services and priorities
- Influence decisions that affect their communities
- Help bring a resident perspective to service delivery and planning
Their voices help local teams better understand what customers need and expect. The Chairs of the Regional Panels also sit on the Board’s Customer Committee, making sure regional views are connected directly to Board-level discussions.
Through this structure, customers don’t just share feedback — they play an active role in shaping decisions and holding Abri to account for delivering on local priorities.
What have the panels achieved?
The panels have recently:
- Co-created regional customer strategies with Regional Managing Directors and agreed how they will hold Abri to account
- Taken part in in-depth sessions about key business areas affecting their communities, helping them give more informed and detailed feedback
- Reviewed regulatory standards, with each region taking ownership of one standard and sharing responsibility for a fourth
- Provided feedback on the annual rent-setting review, which informed recommendations to the Board
- Helped design the customer consultation approach for the corporate strategy
These achievements show how customer involvement leads to real influence and impact.
FAQs
How often do the Regional Panels meet?
Panels meet every three months (quarterly).
There are also opportunities to join additional sessions between meetings. These may focus on specific topics or areas of interest.
How much time will I need to commit to being on the Regional Customer Panel?
On average, you would need to give around 3 hours every three months.
There are optional extra opportunities to get involved if you would like to give more time.
What time do Regional Customer Panel meetings happen?
Meetings are usually held in the evening, to make it easier for people who work during the day to attend.
Will I need to travel to be part of the Regional Customer Panel?
The quarterly meetings are normally held in person but hybrid meetings where you can join online are also possible if you have any barriers to travel.
Any other sessions run in addition to the quarterly meetings can be online or in person, depending on customers preferences & digital accessibility
To help you attend in-person meetings, Abri will:
- Cover public transport cost
- Pay mileage for those who drive
We will always do our best to ensure you can take part in the meetings regardless of your circumstances.
What do Regional Customer Panels do?
The panels meet every three months to:
- Discuss local topics that matter to residents
- Provide feedback on services
- Review progress against regional customer strategies
These strategies are co-created with the panels, meaning residents help design them from the start.
Panel members also help hold Abri to account by checking that local priorities are being delivered.
How do the Regional Customer Panels influence decisions?
Regional customer panels play an important role in shaping decisions.
- Their feedback helps local teams understand customer priorities
- Their insights help inform Board discussions
- The Chairs of the Regional Panels sit on the Board’s Customer Committee, helping connect regional views directly to Board-level decision making
This ensures customer voices are heard at the highest level of the organisation.
How can I take part in a Regional Customer Panel?
If you’d like to find out more, perhaps you’d like to join your local panel, call or email the Resident Involvement Team for a chat.
- Quarterly meetings are usually in person
- Hybrid options are available if attending in person is difficult
- Additional sessions between meetings can be online or in person, depending on members’ preferences and digital accessibility needs
We aim to make involvement as accessible as possible.
Email: resident.involvement@abri.co.uk to find out more.
How can I join my Regional Customer Panel?
We take every step to support residents who’d like to join with support such as training, IT advice, the use of accessible venues and help with transport or transport costs. There are also events and workshops in between.
All the panels seek diverse membership to reflect different towns and neighbourhoods, types of home or tenancy and age groups.
If you’d like to find out more, perhaps you’d like to join your local panel, call or email the Resident Involvement Team for a chat.