Residents Advisory Panel

At its meeting in March, the panel considered the results of the customer satisfaction survey. Members were concerned that the focus groups had been rushed and poorly attended, but otherwise viewed the results as encouraging, as they showed that there were relatively few complaints. Its recommendations included: greater autonomy for estate managers to speed up decision-making, better communications at all levels and more Cognatum brand marketing. In accordance with the rules of the panel, half the eight members will stand down in September, to be replaced by new candidates who put their names forward at last year’s annual meetings.

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