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.
Our most recent Scrutiny Panel looked into communications around our Repairs Process and looked into how we can improve this
In Spring 2023, X tenants and 1 shared owner discussed repairs and how we communicate during the process. They looked at how we can improve on this.
The Scrutiny Panel made 14 recommendations and we'll be making sure that this are put in place over the coming months.
We last looked at our Repairs process in Spring 2021, where our Scrutiny Panel looked at planned and responsive repairs.
It has been agreed that the first step will be a survey to understand whether there is a demand for this service.
We will update the website with more information for customers when they are reporting a repair. This will include:
Updating the repairs responsibilities to include outdoor sealed unit lights.
Increasing communications of what to expect when an operative arrives e.g. they will
show their identity badge.
Investigate 'red-eye' software by Capita.
Investigate how the Trust gets customer feedback following a repair.
Investigate ways to provide regular training with Customer Experience Team to ask the
right questions at the first point of contact, informing of next steps and writing
accurate description on jobs logged.
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.