Tenant Voice - Scrutiny
Scrutiny is a way of strengthening the Tenant Voice and its influence on our services
Make the complaints process easier to access and more tenant-friendly.
We have updated our website so complaints information is more prominent and accessible. The information has been written using a tenant-friendly tone and language.
Provide better information on how to report damp, mould and condensation concerns.
We improved information on damp and mould and how to report it on our website, making it more prominent and clear. We also produced a guide which can be found here.
Improve the way reports of damp, mould and condensation are handled.
We updated our process to make it quicker and easier for call handlers and operatives to identify high-risk cases
Improve the consistency of assessing and responding to tenants’ needs when they report a repair on the phone.
A series of training sessions has been delivered to ensure that the Repairs Call Handlers are fully trained in all aspects of the service as well as enhancing their customer service skills.
Consider sending a satisfaction survey to all tenants who have had a repair.
After each repair visit our operatives will leave a feedback card which allows tenants to give their view on the service received.
Provide training on handling dissatisfaction to all staff.
Training has been provided to ensure that dissatisfaction and complaints are dealt with in a fair, clear and consistent manner.