Customer Scrutiny Group Reviews
The Customer Scrutiny Group comprises customers from all backgrounds who give up their time to review, scrutinise and monitor our customer-facing services. They identify which services to scrutinise and where they can suggest improvements.
The group are currently reviewing: 'What support is in place for customers impacted by the financial living crisis .'
Scroll down to find the group's reviews in full and their action plans.
Ground maintenance review | Overview and recommendations
The group chose to review grounds maintenance for their first project as this subject came up in their first meeting. Click here to read their full report which describes their processes for gathering further information, the outcomes and how we can move forward.
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Recommendation |
Why are the Panel making this recommendation? |
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Employ a contracts manager to oversee the work of the Contractors |
It is clear that one of the issues that customers and others have with the service is a lack of inspection of works undertaken and time taken to liaise with contractors. When standards are not met there needs to be a robust escalation process so that this is dealt with in a much timelier manner moving forward. |
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Closer co-ordination and better communication with the ground’s maintenance contractors |
Planned meetings with Housing officers |
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Local contractors engaged to work in smaller areas
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The way the contract is structured has in the past made it harder for smaller organisations to tender |
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GIS mapping
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To ensure that contractors are very clear about the exact scope for each area, including tree management. |
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Provide customers with clear map of work to be carried out in their area |
Customers indicated that at times they were unclear about the work that was expected to be carried out by the contractor. Summer/winter schedules would be useful. |
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Estate Service Champions |
To monitor the grounds maintenance in their area and report back to Westward once a month. Working in partnership to ensure the quality of the service is as good as they can be. |
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Panel to be involved in future tenders
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Ongoing surveys with residents and promote surveys
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To encourage a greater number of residents to participate therefore giving Westward Housing a greater overview. |
Ground maintenance review | Ongoing action plan
Action Plan
- Contract Management
- Scheme Management
- Customer Satisfaction
- Supporting Future Scrutiny
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No. |
Recommendation
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Target Completion |
Revised Completion |
Actual Completion |
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1.1 |
Employ a contracts manager to oversee GM contracts |
Jan 2022 |
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Jan 2022 |
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Sept 2022 |
Dec 2022 |
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1.2 |
Improve coordination & communication between Westward & Contractors |
Jan 2022 |
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Jan 2022 |
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Apr 2022 |
Oct 2022 |
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1.3 |
Engage local contractors to work in smaller areas |
Jan 2022 |
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Jan 2022 |
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Feb 2022 |
May 2022 |
May 2022 |
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1.4 |
Introduce GIS mapping |
Apr 2022 |
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April 2022 |
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Sept 2022 |
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Sept 2022 |
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1.5 |
Monitor customer engagement with contractors |
Apr 2022 |
Dec 2022 |
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Aug 2022 |
Oct 2022 |
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2.1 |
Provide customers with clear map of work to be carried out in their area |
Sept 2022 |
Dec 2022 |
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2.2 |
Estate Service Champions |
Mar 2022 |
April 2022 |
April 2022 |
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May 2022 |
Sept 2022 |
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2.3 |
Involve customers in future tenders |
Jun 2022 |
July 2022 |
July 2022 |
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Sept 2022 |
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Sept 2022 |
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Nov 2022 |
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Jan 2023 |
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3.1 |
Launch a programme of customer feedback to gauge satisfaction levels with services |
Jun 2022 |
Dec 2022 |
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4.1 |
Westward continue to monitor complaints/calls or emails specific to ground’s maintenance for the next 6 month and present the data gathered to the Scrutiny Group. |
Jun 2022 |
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Jun 2022 |
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4.2 |
Further survey results gathered and reviewed by the Scrutiny Group in 6 months. |
Jun 2022 |
Dec 2022 |
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4.3 |
Outcome shared on website for complete transparency and to encourage residents’ feedback whether positive or negative.
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Feb 2022 |
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Feb 2022 |
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Apr 2022 |
Dec 2022 |
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Repairs communications review | Overview and recommendations
Click here to read the full report which describes the customer scrutiny group's processes for gathering further information, the outcomes and how we can move forward in regards to repairs communication.
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Recommendation |
Why are the Panel making this recommendation? |
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Publish a clear customer contact standard for Westward & all contractors to adhere to when dealing with repairs & maintenance |
Both staff and customers would understand the process and who to contact. Westward are not recording all communications on Open Housing |
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Single point of contact for ALL repair reporting via the Hub using telephone calls or the My Account online form |
This would make monitoring and recording of jobs easier for staff. Would also allow staff to inform customer of any charges that could be incurred |
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Improve My Account to allow easier reporting and updates on repairs |
This would reduce the number of customer calls to the HUB chasing repairs |
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A copy of repair report emailed to customer |
Not all customers have their My Account active. This would gain reduce calls to HUB |
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Explore the use of a text reminder system & set standard i.e., reminder 3 days before & on the day |
Reduce numbers of customers unavailable for repair – saving operative time |
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Consider the introduction of a call minder /call waiting system allowing customers to queue for a Hub operative by means of a call-back option. |
Reduce the amount of time customers spend waiting on |
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Encourage customers to maintain up-to-date contact information |
Will speed up feedback process |
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Encourage customers to nominate lead tenant or preferred contact. |
Save HUB operatives time chasing contacts |
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Contact us form for customers to make Westward aware of special needs in relation to communication, language, sight etc |
Improve services for customers |
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Contact customers with outstanding repairs on a weekly/monthly basis |
This would reduce the number of calls to the hub, with people chasing repairs Increase customer satisfaction levels |
The Scrutiny Panel would be grateful if the Association could consider the report and the recommendations contained and provide a response to the Panel for each one, setting out whether it is accepted or not. Where the Association does not accept a recommendation, we would be keen to understand why not, so that we can consider how else we can make required improvements.
Once the recommendations are agreed we would expect the Association to develop an action plan which will show how each recommendation will be implemented, with appropriate timescales against each, so that we can monitor progress. We would hope that this action plan is monitored not only by ourselves, but by the Senior Management of the Association.
Repairs communications review | Ongoing action plan
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Action plan |
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No. |
Recommendation
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Target Completion |
Revised Completion |
Actual Completion |
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1 |
Publish a clear customer contact standard for Westward & all contractors to adhere to when dealing with repairs & maintenance |
December 2022
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Complete |
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October 2022
June 2022 |
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Complete |
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2 |
Single point of contact for ALL repair reporting via the Hub using telephone calls or the My Account online form |
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Complete |
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3 |
Improve My Account to allow easier reporting and updates on repairs |
May 2022 |
October 2022 |
Complete |
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October 2022 |
Spring 2023 |
In progress |
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4 |
A copy of repair report emailed to customer |
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Complete |
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5 |
Explore the use of a text reminder system & set standard i.e., reminder 3 days before & on the day |
October 2022
July 2022 |
Spring 2023 |
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6 |
Consider the introduction of a call minder /call waiting system allowing customers to queue for a Hub operative by means of a call-back option. |
August 2023 |
Spring 2023 |
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7 |
Encourage customers to maintain up-to-date contact information |
June 2022 |
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Complete |
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Sept 2022
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Complete |
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8 |
Encourage customers to nominate lead tenant or preferred contact. |
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Complete |
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9 |
Contact us form for customers to make Westward aware of special needs in relation to communication, language, sight etc |
June 2022
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Complete |
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June 2022
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Complete |
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September 2022 |
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Complete |
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10 |
Contact customers with outstanding repairs on a weekly/monthly basis |
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Complete |
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Ongoing
July 2022
August 2022 |
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Complete
Open |
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Cost-of-living crisis review | Overview and recommendations
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Recommendation |
Why are the group making this recommendation |
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Communication drives to make sure all customers are made aware of the help available. Possible dedicated Moor to Sea publication
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All customers asked were unaware of the support already available from Westward.
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A direct message should be added to the hub telephone introduction directing people to the website or to talk to an FIO. While in a phone queue, customers could hear a recorded message highlighting the support service currently available and how to access it
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The group felt this was especially useful for those customers with little or no access to the internet
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A text message campaign with contact advice could be key.
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The Group hoped this approach would inform all customers and again for those with little or no access to the internet.
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Online signposting highlighting contacts for financial and mental health advice. Online advice should include general advice with primary contacts for larger organisations such as CAB, benefits checker & Step Change charity etc. |
It is expected that many customers may not be aware of the existing support. This should be readily available via the website with customers directed to this information via the targeted communication recommendations. |
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Handy tips and contact sheet, leaflet in various formats as an easy reference point for contacts. Starting with FIO at Westward and wider support services main contact numbers etc. A quick reference A4 page or smaller A5 size sheet highlighting the main contact number at Westward and other first step organisations. This could be downloaded or printed (possibly within a future Moor to Sea) as cut-out and keep simple guide to support sources. Leaflet made available to gas teams, other operatives and in any financial mailouts. |
Moor to Sea reaches all customers in one form or another and should ensure every customer can understand where and how to access advice and support. Examples of the kind of hints and tips include advice for organisations such as “Too good to go”, a system matching local people with cheaper (usually less than 30% of the original cost) end of the day fresh food purchases. Many customers may not have heard of or be aware this type of organisation operates in their area. |
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A podcast or short film letting people know they are there to help
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A quick and easy way to grab attention and get information to customers
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My Account message
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A link within Customer’s My Account could be a useful tool to enable customers access the dedicated Westward help and support page.
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Language – review wording of letters, encourage a ‘contact us’ approach rather than a ‘consequences’ approach.
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A sample of some of the documents provided as part of the tenancy did not create the impression Westward would help, setting out the consequences if an action was not complied with rather than encouraging the customers to contact the team if they had difficulties or concerns. Westward does want customers to contact them if they have problems. The Group felt a re-phrasing of some of the language used in standard letters (rent arrears etc.) would encourage contact. At present some communications list the consequences of failure to comply with a request rather than the suggestion a customer should speak to Westward if in difficulty. |
We will review this service area in 4 months to ensure that the accepted recommendations have been implemented and establish if this has resulted in improvements to the service take-up. We will want to consider if further recommendations are required as this situation evolves. This will support both customers and staff.
Cost-of-living review | Ongoing action plan
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No. |
Recommendation
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Target Completion |
Revised Completion |
Actual Completion |
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1.1 |
Communication Plan |
Ongoing |
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Complete |
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1.2 |
Direct messages on telephone line |
Dec 2022 |
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1.3 |
Text Message Campaign |
June 2023
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1.4 |
Online Signposting |
Nov 2022 |
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Complete |
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Nov 2022 |
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1.5 |
Handy Tips Contact Sheet |
Dec 2022 |
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1.6 |
Film or Podcast |
Nov 2022 |
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1.7 |
My Account Message |
Nov 2022 |
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1.8 |
Email signposting to comprehensive web pages |
Dec 2022 |
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1.9 |
Language |
Jan 2023 |
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Nov 2022 |
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2.1 |
Review FIO service |
Jan 2023 |
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Dec 2022 |
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Voids process | Report
Click here to read the full report which describes the customer scrutiny group's processes for gathering further information, the outcomes and how we can move forward in regards to the voids process.
Tenant satisfaction measures review
The Customer Scrutiny Group Need You!
Did you know that if you have a particular interest or expertise in any of the areas that are being investigated, you could be part of that project?
You can either sign up for the review or you could just share your views with the group – there is no commitment. Email haveyoursay@westwardhousing.org.uk to participate