Insight customer scrutiny group presented their review findings to Great Places’ Board. This time round, the group looked at Great Places’ communications and information we publish around damp, mould and condensation. An action plan for improvement was agreed in response to Insight’s recommendations.
Findings from a sample of customers
Of sixty-two customer responses, 82% said they were confident of recognising signs of damp and mould in their home and knew how to report any issues. However, they were not as confident of the causes for issues of damp and mould, with scores decreasing to 67%, and only 61% scored confidence that they knew what could be done about these sorts of repair issues.
Insight’s recommendations focused in the following areas.
- Improvement of customers’ accessibility to information;
- Revealing some more real-life outcomes;
- Being proactive using data to inform an approach, and
- Working in real partnership with customers to beat problems relating to damp, mould, and condensation to achieve a culture of “done with and not to customers.”
Insight would like to thank Great Places colleagues who provided support, and customers who fed back, enabling the review to take place. More information about this review and customer scrutiny can be found on our website, via the ‘Get Involved’ section.
