What we've been working on: Scrutiny Panel
Repairs Communication Review
In October 2024 the customer Scrutiny Panel completed an in-depth review of communications within the responsive repairs service and made 31 recommendations for improvements that could be made to benefit customers.
These recommendations have all been accepted by the organisation who will now be implementing actions to deliver the improvements identified.
The Scrutiny Panel initially decided to undertake the review because complaints data, Tenant Satisfaction Survey (TSM) responses and evidence from other work it had undertaken pointed to the existence of problems in this area.
The review
The Panel began work on the review in January 2024 and collectively spent approximately 400 hours of volunteer time carrying out research and compiling the report.
During the course of the review the Panel reviewed systems and processes and spoke to customers and staff about their experiences.
The Panel concluded that there is significant scope to improve processes of internal communication within teams and external communication with customers.
They considered that improvements to these processes will:
- increase the efficiency of the service
- reduce pressures on all teams
- allow existing resources to be more productive
Review recommendations relate to:
- the keeping of accurate records about repair job requirements
- understanding of customer communication needs and preferences
- carrying out pro-active communication with customers about their repairs jobs
- appointment time slots and overall timescales
- the diagnosis of jobs
- carrying out and keeping records of quality control inspections
The Scrutiny Panel will carry out an ongoing review of progress with implementation of the recommendations.