We invite our customers to join a Scrutiny panel twice a year.It’s an opportunity to focus on one of our services and let us know how to improve.
Date: Spring 2024
Topic: Repairs and the communication process
Five tenants and one shared owner attended three sessions which included:
- Fact Finding and Q&A with the team: reviewing service standards, policies, procedures and performance information, costs, quality, and customers’ views relating to the service.
- Challenge and Compare: examining what other landlords do, benchmarking, and identifying any good practice.
- Recommendations: analysing findings and making recommendations to Peaks & Plains Board, including an action plan to address these.
The Panel made fourteen recommendations – here are a few examples:
- Flexible appointments, including considering evenings and weekends.
- Increasing communications on what to expect when an operative arrives at your home.
- Complete quality checks on calls and live chats to ensure the same level of service across all channels when a repair is reported.
- Introduce a webform for customers to chase outstanding jobs.
- Introduce a recall procedure to understand how many repeat jobs are booked in following a repair.
- Create an internal procedure for staff to follow when passing work on to other teams.
You can keep up to date with where we’re up to at peaksplains.org/scrutiny
Date: Autumn 2024
Topic: New tenant Sign-up Pack
Four tenants and one shared owner attended three sessions which included:
- Fact Finding and Q&A with the team: reviewing service standards, policies, procedures and performance information, costs, quality, and customers’ views relating to the service.
- Challenge and Compare: examining what other landlords do, benchmarking, and identifying any good practice.
- Recommendations: analysing findings and making recommendations to Peaks & Plains Board including an action plan to address these.
The panel made fourteen recommendations – here are a few examples:
- Investigate having a binder to keep all information together.
- More diversity in pictures.
- Create a poster showing our responsibilities and your responsibilities.
- Include a section on our approach to Domestic Abuse.
- Include a notes page and a contents page.
- Update our new lettings survey – asking for feedback on the pack.
- Review our welcome letter to make it more friendly.
Most actions from this Scrutiny have now been completed.
The Challenge Group check the action plans resulting from the reviews at every meeting.
They make sure that the Trust is accountable and continually working to implement the recommendations.
Read about the difference Scrutiny makes
Ready to join us?
Have your say on our services and influence decision-making across the Trust
There are lots of different ways to get involved – we’re making it easier for you to tell us how we are doing and how we can improve.
Get involved