Resident Scrutiny Panel scoops top award
Congratulations to our Resident Scrutiny Panel who have picked up a top award.
The panel was named Most Inspiring Newcomers at the annual Customer Scrutiny Inspection awards.
The CSI awards recognise the innovation, impact and commitment of scrutiny panels across the housing sector.
Regional Director, Steve Newsham, says the award is well deserved.
"It's really great news. The panel have exceeded my expectations in their first year and have actually made changes to some of the things we do,” said Steve.
Sheila, Terry, Yvonne, Stuart, Bill, Andy, Jean and Susan have already conducted a review of how complaints are handled, developed a new customer satisfaction questionnaire, carried out mystery shopping, interviewed officers and managers and identified important areas for improvement.
Recently they have scrutinised our repairs service, asking why work isn’t always done right the first time and why some repairs get cancelled.
As a result of their important work, the Resident Scrutiny Panel has influenced decision making. The complaints procedure has been changed and they’ve also produced an action plan to help improve our repairs service.