Freephone: 0800 027 2057
Our customers come first. We can only improve and deliver better services if we listen to you. We want to provide you with opportunities to talk to us in a way that suits you.
Currently, there are at least six ways for customers to have their say through our ‘Your Voice’ work.
This includes everything from a simple feedback message to our scrutiny panel, holding us to account for the work we do.
We now want to make sure our scrutiny model is fit for purpose and that you feel empowered, make an impact and feel valued.
Scrutiny Panel review
As part of this review, we will be consulting with customers about which of the below scrutiny methods you would prefer and if you would like to be involved. This feedback will be collected in lots of different ways so keep an eye on our website and social media for more information on how to have your say.
Our Scrutiny Panel
Our current Tenant Led Scrutiny Panel (TLSP) is a formal panel that meets on a monthly basis. This is part of our improve it approach to ensuring we deliver our services in the best ways possible.
The current panel have now scrutinised and written reports on eight areas since they began in 2010 including responsive repairs, empty homes, grounds maintenance and customer satisfaction.
They present their findings and recommendations to our Board and have shaped much of our work over the last decade, including out of hours appointments, the implementation of text messaging and the procurement of grounds maintenance contracts.
However, we want to take this to the next level so we want to review this method. The aim of this is to give more customers the opportunity to have their say and see more of our customers represented.
What is scrutiny and the role of the scrutiny panel/group?
Research into other engagement and scrutiny models found that formal groups and panels are becoming less effective and techniques of short, sharp focused scrutiny are becoming more popular – and, more importantly, more effective.
We are creating a Challenge it Panel, which will look at and analyse our key performance indicators and commission pieces of work in areas they choose. Following a review, a report will be delivered to our Board.
This way we can get a blend of continuity and give opportunity for our customers to develop their skills with us whilst getting people involved in short bursts of activity when they have the time to give – widening the opportunity for people to get involved, have an impact and gain experience.
We are refreshing our current format as recruitment is low and we want to and feel we can achieve more under ‘a new model.
Option one: Task and finish group
Option two: Scrutiny bootcamp
As part of our commitment to hearing customers' voices, we're reviewing the way our scrutiny panel works. This panel of customers takes an independent view of our performance and establishes priorities for review. They then collect evidence and report back any findings and recommendations for improvement to our Board.
We’re committed to continually improving our homes and services we offer. But we don’t just make changes for the sake of it. We want to hear exactly what our customers think. At the end of the day, who knows the place where you live better than you?
The best way to help us provide the services that you really want is for you to get involved and have your say on what really matters to you, your family and the community around you. We want you to feel empowered and think positively about your future with us.
In recent times, we’ve widened the scope of these opportunities and made them more accessible. Our new flexible approach means more people can have their say as we look to improve our services. It also ensures we actively use any feedback - however small, and handle complaints and compliments as part of our wider work too.
We offer a range of opportunities for customers to have their say on what matters - whether that’s our performance, reviewing our processes and policies, looking at where we work, or even just giving us views on projects we are working on. And we have more formal routes to share compliments or make a complaint - check out say it below to find out more. There are lots of ways to make a difference, so if you’re interested, get in touch.
Whether you’ve got something to say – good or bad – we’d like to hear it. You can call us up anytime on 0800 027 2057 to let us know about our homes or services or email firstname.lastname@example.org.
If you feel you need to make a formal complaint, we have a formal process to go through and we will investigate in a fair an honest way. It’s important you give us as much detail as possible to help us to try and resolve the situation. You can make a complaint by filling in the form at the bottom of this page under contact us, or get in touch with us on 0800 027 2057 to speak to us or request a form to be posted out.
What we did: Following feedback, we made changes to our repairs and maintenance services by launching Prime and bringing new customer-focused features to our delivery
We regularly take a stroll around our estates to see if everything’s going okay. You’re more than welcome to join us on these inspections and point out anything that you think might need improving and discuss ideas for what we can do to improve the area. We’ll do whatever we can to address any issues we find. Find the next ‘view it’ tour near you on our view it page. You can also see what actions have been taken on previous view it's in the past few months.
What we did: On the back of our ‘view it’ tours, we’ve been able to undertake big tidy up events and develop plans for new fences and driveways.
Tenants and residents living local to each other join forces to discuss issues affecting their community – not just housing-related issues. Groups could even choose to become a formal Tenant and Resident Group or Association (sometimes known as a TARA), with their own committee.
What we did: Through working with these groups, we’ve developed plans to improve community facilities and increase engagement activities where there was demand.
The way we conduct our day to day work obviously has an impact on our tenants. We invite all our customers to have their say on any new policy or strategy before it goes to our Board for approval. This is a quick and easy way to get involved as you can review one, or review every document that we publish for comment – just sign up for alerts as we publish them here.
What we did: Our tenants were instrumental in the redesign of our Home News magazine, working closely with the Marketing team.
They say a problem shared is a problem halved. We regularly hold small group workshops where you can discuss or answer questions on a variety of topics to shape our services going forward. This could be anything from customer service, communications through to gas servicing or repairs. At these we always share the notes with you once all the sessions are completed, and share the results of the project before we communicate it any wider so you can ensure we’ve reflected you’ve collective views properly.
What we did: Following general feedback, we’ve been able to refresh our ‘customer journey’, making it simpler for customers to join us and settle into their new homes.
Our well-respected improve it group - the our Tenant-Led Scrutiny Panel - involves up to 12 tenants which operate on behalf of other tenants, ensuring everyone receives services of the highest standard. Taking an independent view of our performance, the group looks at various topics to see if they can be delivered better.
We’re always looking for new members to get involved with this panel, which undertakes a variety of research to get to the bottom of how tenants feel about the services we deliver. The work’s fast-paced and is a great opportunity to develop your skills.
What we did: On the back of the panel’s recommendations, we’ve made improvements to the way we deal with empty properties and how we deliver our maintenance services.
Find out more about the current work of our improve it group the TLSP
Although each opportunity is different and you can get involved as much or as little as you like, we have developed a clear route to help you get more involved over time. If you are interested in having your voice hear through any of our activities, call us on 0800 027 2057 or fill in the quick form below.
You can contact us at any time on 0800 027 2057 or email@example.com
Or ask us for a call back here: