The Role
Fortem Solutions is launching a brand-new Customer Partnership Board (CPB), and we want to hear from you. This is an exciting opportunity to join our new customer-focused governance group, and it's open to people who want to help shape the services which matter most. Designed to ensure customers have a strong and meaningful voice in shaping Fortem's services, you will work alongside other customers and Fortem's senior leaders to influence strategic decisions at the highest level. The CPB will influence how we design, deliver, and improve services, making sure diverse needs and perspectives are represented. Board members will contribute to the oversight, governance, and leadership of Fortem, connecting customers and decision-makers. We estimate the role will require 10-12 days a year and include:
• Attending Customer Partnership Board meetings every three months (a mix of in-person and virtual).
• Preparing by reading papers in advance.
• Taking part in an induction, training, and development sessions.
• Occasionally there may be additional time needed for special meetings or events. In return, you will be paid £3,000 for your contribution to the Board, paid in monthly installments of £250 (plus expenses and any other elements of the package – equipment/training etc)
The Company
Fortem are social housing experts, it's our sole focus and the only sector we have worked in since our inception in 2002. Our mission is simple but powerful: to raise the bar in social housing and help our clients provide safe, warm and decent homes for people to live in, because every home matters. We work in long-term partnerships with social housing landlords across the country, delivering customer-focused, value-for-money maintenance and investment services. As part of the Willmott Dixon Group, we combine the credibility and resources of a respected national brand with the flexibility to adapt to the unique challenges of the sector.
Duties & Responsibilities
As a Customer Partnership Board member, you will play a key role in improving services and strengthening accountability. You will:
• Champion the customer voice
• Represent the views and interests of all Fortem customers
• Share insights and experience from your community, respecting confidentiality.
• Improve services and standards:
• Review papers, reports, and performance data, offering constructive challenge to ensure tenant interests are safeguarded.
• Use feedback and complaints to identify where things can improve.
• Provide input on new policies, services and social value initiatives.
• Support good governance
• Help Fortem and its clients meet legal and regulatory responsibilities.
• Contribute to demonstrating compliance with the Social Housing (Regulation) Act 2023, Tenant Satisfaction Measures (TSMs), and consumer standards.
• Offer constructive challenge, scrutiny and support in decision-making.
• Undertake training to grow your knowledge.
What You Will Need
Essential:
• Current tenant of a social housing landlord
• Commitment to improving the resident experience and influencing positive change.
• Willingness to prepare for and attend meetings in Hitchin 4-5 times a year
• Ability to work constructively with others, respecting confidentiality and diversity of views.
• Confidence to express views and challenge respectfully. Desirable:
• Previous experience in tenant involvement, community groups, or governance roles.
• Awareness of current issues in social housing (repairs, safety, regulation, tenant rights).
• Basic IT skills to access online papers and attend virtual meetings if required.
Behaviours
As a member of the Customer Partnership Board, how you work with others is just as important as the skills and experience you bring. Customer Partnership Board members are expected to demonstrate the following behaviours in all aspects of their role:
• Living our values: act with Courage, Care, and Respect in every interaction, upholding the principle that Every Home Matters.
• Constructive engagement: contribute ideas and feedback in a positive, solution-focused way, even when challenging others.
• Collaboration: work as part of a diverse team, valuing different perspectives and ensuring all voices are heard.
• Preparation and participation: read papers in advance, attend meetings regularly, and be ready to take part in discussions and decisions.
• Accountability: take ownership of actions and decisions, following through on commitments and reporting back on progress.
• Respect and inclusion: listen actively, avoid interrupting, and treat all colleagues, customers, and partners with dignity and respect.
• Confidentiality: handle sensitive information appropriately, sharing it only where agreed.
• Continuous learning: be open to feedback, reflect on your own contribution, and take part in training and development to enhance your impact.
Who We Are
We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. If you need help completing your application please e mail
Job Reference: FOR04285