Join our next Scrutiny
We run Scrutiny Panels twice a year - so why not join us for our next deep dive? Let us know if you'd like to get involved, and we'll contact you for our next one.
This Scrutiny Panel saw our customers looking into our end of tenancy process and making recommendations on how we can improve.
In winter 2023, 5 tenants and 1 shared owner discussed our end of tenancy process here at the Trust, and how it can be improved.
This Scrutiny Panel made 14 recommendations and we'll be working hard to implement them over the coming months.
6 of the recommendations have been completed and 8 are still in progress.
The Customer Experience Team are now issuing receipts when customers hand in keys. This can be either paper or email - the customer is given a choice.
This will be included in the new customers guide to lettable and return standard.
A draft design is currently underway.
This is currently in progress and information will be added to the website.
The letters have now been updated.
A survey is now sent to former customers 'your experience of ending your tenancy'.
We note this information on our systems.
That a written end of tenancy procedure should be created for the Income Team to help maintain consistency in the service that customers receive. This action was completed in April 2024.
The Panel also identified that decoration vouchers were listed on the 'lettable standard checklist'. They recommended that the Trust remove this line if it is not something that we offer to new tenants. This has now been done.
The Panel recommended that we create a checklist of key points about lettable and return standards, to outline what is expected of the tenant. We are finalising this document, and will share it soon.
Working with Voids and Neighbourhoods, the Panel said that we should update the procedure to ensure it is clear and easy to read for staff. This document is currently being completed.
We run Scrutiny Panels twice a year - so why not join us for our next deep dive? Let us know if you'd like to get involved, and we'll contact you for our next one.