Tenant Scrutiny Team update - Spring 2019

Our Tenant Scrutiny Team recently presented the initial findings of its latest project to look at the service provided by our repairs contractor Wates.

The team scrutinises and reviews our performance – including complaints received – and helps to monitor our standards, playing a crucial role in shaping and improving the services that we provide.

The team have recently been focusing on the service provided by Wates, looking at the following three key areas:

  • Scrutinising customer feedback regarding the repairs service
  • Listening, scoring and auditing recorded calls handled by Wates’ customer service team
  • Testing the customer online reporting facility.

The team recently presented their findings to representatives from Longhurst Group’s Customer Services and Property Services team as well as Wates and a director from our Homes Board.

The data included in the presentation was either gathered or analysed independently by team members.

Together, the team will continue to scrutinise customer survey results and will carry out additional call audits.

Relevant performance information will continue to be provided to the Tenant Scrutiny Team and they will meet independently to carry out their analysis work. It is anticipated that the team will deliver their final presentation in May 2019.

A fantastic example of how the Tenant Scrutiny Team have contributed towards service improvement is the performance of our heating repairs service over the past 12 months.

The team carried out a joint project with our Property Services team and our Customer Engagement team.

The project resulted in complaint levels reducing from 332 to 159 (year-on-year comparison) and an increase in customer satisfaction levels for the service.

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