Catch up on July's Scrutiny Panel meeting
Spotlight on…
The panel welcomed the involvement of Karen Rosser, Chief People Officer, who provide direct support and act as a vital link to our board. This collaboration highlights the board’s commitment to not only listening to customer feedback but also ensuring customers can actively influence services and witness meaningful changes.
Additionally, Michelle McGregor, Community Engagement Manager plays a key role in facilitating the panel sessions, ensuring smooth and productive discussions.
They shone a light on:
Customer Satisfaction
The panel focused on how customer feedback is gathered, shared, and acted upon, as well as key service improvements already in progress and gave the following recommendations:
- Have a better understanding of how the STAR satisfaction questions are set by Welsh Government to ensure all landlords ask the same set of questions
- Recommendations to ensure the coaches in the community have a space to share customer satisfaction on the ground.
- Recommend to add a webpage on the different ways we capture satisfaction rather than just a STAR satisfaction page.
- Recommendation to highlight good examples as well as what we need to improve on.
- Recommendation to look at the google reviews - are they accurate/old/needed?
- Recommend sharing a better understanding with all customers on the process for raising repairs, including budgets and timelines.
- Reassured that the new housing management system offers a clear picture and accountability of what's working well and what needs to be improved.
- Recommend to have random checks on completed works.
- Recommendation that contractors who subcontract need to make it clear to customers which contractor will be attending.
- Recommend explore customer morale - listening to results from D.A.V.E, Question of the Month etc. to see what can be done next.
- Welcomed suggestion of feedback in 12-18 months time to identify if we have made a difference and going in the right direction.
- Recommend exploring good practice with other RSL's on what has worked for others.
- Recommend exploring repair items done by customers in their own homes and or handyman service. Small jobs to save contractors calling out.
Get Involved
For those interested in contributing to future discussions, our Customer Engagement Officer Michelle McGregor encourages you to get in touch. This inclusive approach reflects our commitment to the principle of 'nothing about us, without us.' We recognise that policies and procedures impacting individuals should be shaped with their involvement, highlighting our dedication to customer engagement and empowerment.
If you would like to be involved in examining our services, please email getinvolved@hafod.org.uk