We are committed to improving our service and relationship with our customers, which is why signed the Together with Tenants Charter. Our scrutiny team are responsible for monitoring our progress against our action plan quarterly.
The scrutiny team so far has reviewed two reports and will look at the third in October. The scrutiny team’s role is to review the action plan progress and ask questions to check that what we say we do, we are doing.
Paul Walsh said,
This is so helpful as it’s a great sense check and the scrutiny teams views and feedback is incredibly helpful”.
The first two reports can be found on the Together with Tenants page here. The third report will be available after the October scrutiny team meeting.
Paul added,
We are very grateful for the scrutiny teams work on this as they are customers who volunteer their time.
Examples of the questions and checks scrutiny ask are:
- Are we including news and features that are important to customers in our monthly updates? In March, we sent out a survey to customers asking what they wanted to hear about in our customer updates. We updated customers on the results in June, and the scrutiny team now use these to check we’re writing content our customers are interested in reading.
- Are we improving how we deal with complaints and learning from them? Last year scrutiny reviewed our complaints process and we are now implementing the agreed action plan, with our progress being monitored by the scrutiny team. Our new training for all staff had been delayed, however, with the recent joining of a new complaints manager we have started to catch up.
- How do we review customer satisfaction? Earlier this year we brought in a new independent company to get customer satisfaction ratings and feedback. The firm is called Rant and Rave. Their start date was delayed to the end of March 2022 because of IT problems. The scrutiny team asked for reassurance about the problems, that they had been resolved and there would be no more hold ups. Rant and Rave launched at the end of March 2022.
- How well do we share the scrutiny team’s annual report?
To find out more about the charter and what the six commitments are, visit our Together with Tenants page.
