Friendship Launch ‘New Tenant Inspector
Scheme'
News Section: Longhurst Group RSS Feed
Publish Date: 29 May 2009
Author: J Manning
Dennis Rees OBE, recently dubbed the “most
powerful tenant in the land” and Trisha James from ‘Just Housing’
were guest speakers as Friendship Care and Housing (Friendship)
launched their new Tenant Inspector Scheme at Austin Court in
Birmingham.
Friendship’s Key Customers from the East and
West Midlands were invited to a consultation event earlier in the
year to find out what they felt were the most important things for
customers to inspect.
Following the planning day, FASA (Friendship
Authorised Standards Assessors) was introduced, where
customers openly inspect and review services. Findings will
be reported back to the Senior Management team to help service
improvement.
Friendship’s Quality Inspectors will be fully
supported and trained with CIH accredited qualifications in
Inspect
ing Services.
Organiser, Victoria Leonard, Customer
Relations Manager and chair of Friendship’s Key Customer Panel said
“The launch of our new Tenant Inspector Scheme is just one of the
many opportunities where our key customers can become involved.
Other options include Mystery Shoppers who are also trained to
carry out inspections of services mainly by telephone, email or
letter and the Key Customer Conference committee who are currently
planning the annual event to be held in October.”
Head of Housing, William Carter said “What
better way to get a reality check on what our services are really
like than to ask the people who are actually ‘living on the
job.’ It’s obvious that this is where the best feedback
will come from and will ensure areas for improvement are
identified, helping us to continuously improve our services.”