An update from Insight Customer Scrutiny Group
Since the update in the last magazine, our Insight scrutiny group has been busy exploring what it feels like to move into a new home with Great Places.
The group sets out to check our services meet our outlined standards, and to understand experiences from a customers’ point of view. Insight started its investigations from an applicant’s first contact with Great Places, through to viewing the empty property, and then moving into their new home.
Insight found out from customers what matters most is that:
- They can move into a new home when they expect to;
- They have access to all the information needed to set up a new home;
- Repairs agreed to be completed post-let are carried out in a timely manner.
Customer feedback about the service was mainly positive, which Insight found to be reassuring. There were some customer comments that Insight felt required further discussion with Great Places. As a result, Insight agreed actions based on their scrutiny findings, which aim to improve service for new customers.
The actions agreed to:
- Ensure outgoing customers are clear how properties are to be returned (time clearing belongings from a property can delay a relet);
- Better understand information needs of customers so they can set up a new home;
- Ensure properties consistently meet the lettable standard;
- Continue to collect customer feedback about their experiences to improve services.
Insight’s future scrutiny reviews plan to look at services such as anti-social behaviour and areas of repairs. If you are interested in supporting future exercises or you have information that may help inform these reviews, please get in touch at customerscrutiny@greatplaces.org.uk.
There are several ways you can support scrutiny, including:
- Attend meetings with other scrutiny members;
- Complete tasks from home;
- Attend site visits to observe and feedback what you found out;
- Research best practice of other landlords.
Further information can be found on our website.
