Insight, our volunteer scrutiny group has been busy looking at a range of service areas which they know matter to many of you - our customers.
Earlier this year Insight looked at ‘what matters most to customers about service delivery’ to uncover what our customers expect when interacting with Great Places and what they think makes a quality service.
From findings presented to Insight, it was felt overall that our services are delivered successfully and also take into account what’s important to customers, including safety in the home.
One of the recommendations Insight proposed was for Great Places to create and share a Customer Charter that would set out promises our customers can expect from Great Places and responsibilities we expect from them in return. Insight also recommended the introduction of regular feedback to monitor how our services are performing against the promises outlined in the charter.
More recently, Insight met with the Head of Facilities & Estate Management to find out more about how our caretaker service operates to maintain clean and safe communal areas in shared blocks of flats. The meeting was extremely well received by Insight members, who are currently reviewing the caretaking service offer, and found this briefing extremely useful. They were surprised to learn the breadth of work involved and also the dedication of the team to provide the best service possible for customers. Once the current review is complete, Insight is looking to share its recommendations with Great Places’ Board, who are always keen to hear about customer experience.
If you’re interested in helping to shape the future of our services, Insight is always interested to hear from other customers who feel they may have skills to contribute to the work of the group.
