Resident Scrutiny Panel outcomes

 

Scrutiny panel members carry out two in-depth service reviews a year, looking at important areas of the business such as repairs, customer service, complaints and value for money.

Here are some examples of the changes they have made

Review of tenancy and neighbourhoods

After analysis of data provided by Regenda Homes and the House Mark report, the Resident Scrutiny Panel decided to carry out a review of tenancy and neighbourhoods. The Panel wanted to assess whether Regenda Homes had the correct amount of staff, job roles, equipment and training to work with an ever changing society. 

During the review, the Panel members completed the following activities:

  • Shadowed neighbourhood officers.
  • compared performance with other similar landlords
  • carried out good practice research.
  • Received presentations from Neighbourhood Managers
  • Surveyed all Housing Officer Communities staff.

You can download the full review here 

Review of cleaning, window cleaning and caretaking services

The Resident Scrutiny Panel decided to carry out a review of cleaning and window cleaning given that Regenda had procured new contracts for these services. The Panel wanted to assess whether the contracts were delivering positive results for residents. The Panel decided to include caretaking services in the review as the caretakers also carry out some cleaning services.

During the review, the Panel members completed the following activities:

  • Received presentations from officers who manage the cleaning and caretaking services.
  • Reviewed information provided by officers, e.g. service charge data and information about cleaning and window cleaning specifications.
  • Carried out scheme inspections to check the quality of cleaning and window cleaning. Checks completed by the Customer Inspectors were also taken into account. 
  • In addition, Panel members checked scheme notice boards to find out what information about cleaning and window cleaning is available for residents.
  • Completed a telephone survey, speaking to residents who live in the schemes the Panel had inspected. One of the Panel members has provided an analysis of the survey responses.
  • Completed good practice research, including a visit to New Charter Group.
  • Interviewed managers and shadowed caretakers.

You can download the full review here

Reviewing complaints

After a comprehensive training programme, the panel were asked to carry out a review of the complaints service, an area Regenda were keen to improve.

In order to review the complaints service, the panel -

  • contacted 43 residents who had made a complaint in the previous six months
  • conducted a staff survey and contacted the manager who dealt with complaints, asking about their views of the service
  • listened to telephone calls about complaints
  • reviewed a sample of completed complaint cases
  • carried out mystery shopping
  • compared performance with other similar landlords
  • carried out good practice research.

The panel were then able to identify the strengths and weaknesses of the complaint handling process. An action plan was produced, which highlighted 10 key areas which needed improving. A report was produced with all their findings and presented to Housing Services Committee. Some of the changes include a new Customer Feedback System, and a new policy and procedure.

You can download the full Complaints Action Plan, which includes all the recommendations made by the Panel.

Reviewing First Time Fix

The Scrutiny Panel chose to look at First Time Fix, after issues were raised in the complaints review. This included looking at the number of cancelled jobs.

In order to review the First Time Fix service, the panel -

  • Researched data from the Benchmark report
  • Carried out two surveys for cancelled and completed jobs
  • Shadowed several M&Y staff members during their day to day duties
  • Attended a meeting regarding the proposed computer system upgrade
  • Carried out positive practice research.

The panel were then able to identify the strengths and weaknesses of the First Time Fix process. The Panel made eight recommendations for improvement.

You can Repairs Right First Fix Action Plan which includes all the recommendations made by the Panel.