Hearing your voice

Hearing your voice

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?

  • To work on behalf of our customers, ensuring that we provide customer-centred services of the highest standard.
  •  To form an integral part of our governance and co-regulation structure through effective links with the Board and the Executive Leadership Team.
  • To take an independent view of our performance
  • To establish priorities for reviewing our performance
  • To oversee tenant led scrutiny activities
  • To collect evidence to enable our services to be scrutinised
  • To assess our performance against agreed standards
  • To hold the Board and Executive Leadership Team to account where performance falls below National Standards or additional higher standards that we have offered.

 

Our proposals

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.

  • The Challenge it Panel will include up to 12 customers and they can be on the panel for up to three years
  • The task and finish group and the scrutiny bootcamp will have a mix of core members that will be involved in every review they carry out, and members that are interested in that particular topic therefore will work on reviews in an ad hoc way.

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

  • A structured scrutiny group set over a period of up to 12 weeks, with frequency and length of meetings to be discussed and agreed at first meeting.
  • The group will be made up of some core members and some ad-hoc members whose interest lies within the specific area of scrutiny – up to 12 members in total.
  • The group will aim to produce a minimum of two scrutiny reviews in a calendar year.
  • They will have access to specific training including report writing, chairing meetings and so on.
  • They will be commissioned by the Panel to scrutinise identified areas of operation.
  • In carrying out scrutiny, the group will collect and review information and evidence, conduct or arrange reality checking, and carry out research (such as peer performance/best practice) to inform its findings and recommendations.
  • The Group will produce a report confirming its findings and recommendations for agreement with the Panel ahead of it being reported to the Executive Leadership Team and the Board.
  • To liaise and share information with any tenants and residents who serve separately on the Board or Committees.

Option two: Scrutiny bootcamp

  • This will be an intensive workshop approach of up to three consecutive days where customers and relevant staff are able to complete research, look at findings and make recommendations and complete a report.
  • The group will be made up of some core members and some ad-hoc members whose interest lies within the specific area of scrutiny – up to 12 members in total.
  • The group will aim to produce a minimum of two scrutiny reviews in a calendar year.
  • The Group will be commissioned by the Panel to scrutinise identified areas of operation.
  • In carrying out scrutiny, the group will collect and review information and evidence, conduct or arrange reality checking, and carry out research (such as peer performance/best practice) to inform its findings and recommendations.
  • The Group will produce a report confirming its findings and recommendations for agreement with the Panel ahead of it being reporting to the Executive Leadership Team and the Board.
  • To liaise and share information with any customers who serve separately on the Board or Committees.

Scrutiny review questionnaire

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.

Hearing your voice - scrutiny review

Note: Questions marked by * are mandatory






Your Voice

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.

Say it

Say it

Say it - how to get involved

 

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 info@acisgroup.co.uk.

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

View it

View it

how to get involved with view it

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.

Talk it

talk it logo

how to get involved with talk it

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.

Review it

review it logo

How to get involved with review it

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.

 

Discuss it

discuss it logo

how to get involved with discuss it

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.

Improve it

Improve it logo

how to get involved with improve it

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

Progress it

We also offer opportunities to work with us – and even for us. You could be our next employee or even one of our board members. Take a look at our vacancies page for more information.

Your voice call to action

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.

 

Contact us

You can contact us at any time on 0800 027 2057 or info@acisgroup.co.uk

Or ask us for a call back here:

Your details

Note: Questions marked by * are mandatory

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