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.

Damp and mould review | Overview and recommendations

The Group has been working hard over the last 6 months to undertake a review of Damp and Mould processes at Westward, and in the report that you can view here, you will find out what activities we have undertaken to review the service, what we found out, and our recommendations for the organisation to consider which we believe will lead to an improved service for customers.

Although policy and procedures are in place there are still concerns that customers are having to chase up works to their home. There needs to be greater consideration for those with health issues, including mental health as there are concerns these customers may not be supported adequately.

We will review this service area in 6 months to ensure that the accepted recommendations have made improvements to the service.

Scrutiny Group Recommendations

Item Recommendation Why are the Group making this recommendation?
1 Confirmation that all staff are working to the same policies and procedures.
Are they audited; Scrutiny would like to see those results.
How are managers making sure contact points are being met
Our findings tell us there are some inconsistencies
2 Where vulnerable persons are involved housing workers should be advised of the situation. Findings indicate that although Westward try to make appointments, some customers need extra support to enable these to take place.
3 Staff to ask about any health conditions at first point of contact. This will ensure that all vulnerable persons are identified, and appropriate follow up action taken.
4 Printed ‘How to guide’ to give to customers without internet access (surveyor). To provide information on appropriate safe products to use. This can also be printed off by the hub when reports first come in and posted to customer (or email).
5 Look at damp and mould issue, not in isolation. Not all issues relate to the property itself, could be neighbouring property.
6 Ensure that information and links on website, and those available to staff are up to date and contain most recent information. Recent experience of scrutiny member, sent out of dateprovide link.
7 An individual plan for each customer. Not only does it peace of mind for the householder it’s also useful for Westward to monitor how effective cleaning is and how long it takes for issues to reappear.

Damp and mould review | Ongoing action plan

Coming soon.

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. 

Scrutiny group recommendations

Recommendation

Why are the Panel making this recommendation?

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.

Closer co-ordination and better communication with the ground’s maintenance contractors

Planned meetings with Housing officers

Local contractors engaged to work in smaller areas

 

The way the contract is structured has in the past made it harder for smaller organisations to tender

GIS mapping

 

To ensure that contractors are very clear about the exact scope for each area, including tree management.

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.

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.

Panel to be involved in future tenders

 

 

Ongoing surveys with residents and promote surveys

 

To encourage a greater number of residents to participate therefore giving Westward Housing a greater overview.

Ground maintenance review | Ongoing action plan

Action Plan

  1. Contract Management
  2. Scheme Management
  3. Customer Satisfaction
  4. Supporting Future Scrutiny
Ground maintenance review

No.

Recommendation

 

Target Completion

Revised Completion

Actual Completion

  1. Contract Management

 

1.1

Employ a contracts manager to oversee GM contracts

Jan 2022

 

Jan 2022

Sept 2022

Dec 2022

 

1.2

Improve coordination & communication between Westward & Contractors

Jan 2022

 

Jan 2022

Apr 2022

Oct 2022

 

1.3

Engage local contractors to work in smaller areas

Jan 2022

 

Jan 2022

Feb 2022

May 2022

May 2022

1.4

Introduce GIS mapping

Apr 2022

 

April 2022

Sept 2022

 

Sept 2022

1.5

Monitor customer engagement with contractors

Apr 2022

Dec 2022

 

Aug 2022

Oct 2022

 

  1. Scheme Management

 

2.1

Provide customers with clear map of work to be carried out in their area

Sept 2022

Dec 2022

 

2.2

Estate Service Champions

Mar 2022

April 2022

April 2022

May 2022

Sept 2022

 

2.3

Involve customers in future tenders

Jun 2022

July 2022

July 2022

Sept 2022

 

Sept 2022

Nov 2022

 

 

Jan 2023

 

 

  1. Customer Satisfaction

3.1

Launch a programme of customer feedback to gauge satisfaction levels with services

Jun 2022

Dec 2022

 

  1. Supporting Future Scrutiny

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

 

Jun 2022

4.2

Further survey results gathered and reviewed by the Scrutiny Group in 6 months.

Jun 2022

Dec 2022

 

4.3

Outcome shared on website for complete transparency and to encourage residents’ feedback whether positive or negative.

 

Feb 2022

 

Feb 2022

Apr 2022

Dec 2022

 

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.

Repairs communication recommendations

Recommendation

Why are the Panel making this recommendation?

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

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

Improve My Account to allow easier reporting and updates on repairs

This would reduce the number of customer calls to the HUB chasing repairs

A copy of repair report emailed to customer

Not all customers have their My Account active. This would gain reduce calls to HUB

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

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

Encourage customers to maintain up-to-date contact information

Will speed up feedback process

Encourage customers to nominate lead tenant or preferred contact.

Save HUB operatives time chasing contacts

Contact us form for customers to make Westward aware of special needs in relation to communication, language, sight etc

Improve services for customers

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

Repairs communications review

Action plan

 

 

No.

Recommendation

 

Target Completion

Revised Completion

Actual Completion

1

Publish a clear customer contact standard for Westward & all contractors to adhere to when dealing with repairs & maintenance

December 2022

 

 

 

 

Complete

October 2022

 

June 2022

 

 Complete

2

Single point of contact for ALL repair reporting via the Hub using telephone calls or the My Account online form

 

 

Complete

3

Improve My Account to allow easier reporting and updates on repairs

May 2022

October 2022

 Complete

October 2022

Spring 2023

 In progress

4

A copy of repair report emailed to customer

 

 

Complete

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

 

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

 

7

Encourage customers to maintain up-to-date contact information

June 2022

 

 Complete

Sept 2022

 

 

 

 

 

 Complete

8

Encourage customers to nominate lead tenant or preferred contact.

 

 

Complete

9

Contact us form for customers to make Westward aware of special needs in relation to communication, language, sight etc

June 2022

 

 

 

 

 

 Complete

June 2022

 

 

 Complete

September 2022

 

 Complete

10

Contact customers with outstanding repairs on a weekly/monthly basis

 

 

 

Complete

Ongoing

 

July 2022

 

August 2022

 

 Complete

 

Open

Cost-of-living crisis review | Overview and recommendations

Recommendations

Recommendation

Why are the group making this recommendation

Communication drives to make sure all customers are made aware of the help available.

Possible dedicated Moor to Sea publication

 

All customers asked were unaware of the support already available from Westward.

 

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

  • • Speak to Hub
  • • Ask for FIO call
  • • Look at website

 

The group felt this was especially useful for those customers with little or no access to the internet

 

A text message campaign with contact advice could be key.

 

The Group hoped this approach would inform all customers and again for those with little or no access to the internet.

 

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.

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.

A podcast or short film letting people know they are there to help

 

A quick and easy way to grab attention and get information to customers

 

My Account message

 

A link within Customer’s My Account could be a useful tool to enable customers access the dedicated Westward help and support page.

 

Language – review wording of letters, encourage a ‘contact us’ approach rather than a ‘consequences’ approach.

 

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

Cost-of-living review action plan

No.

Recommendation

 

Target Completion

Revised Completion

Actual Completion

1.1

Communication Plan

Ongoing

 

Complete

 

 

 

1.2

Direct messages on telephone line

Dec 2022

 

 

1.3

Text Message Campaign

June 2023

 

 

 

 

 

 

1.4

Online Signposting

Nov 2022

 

Complete

Nov 2022

 

 

1.5

Handy Tips Contact Sheet

Dec 2022

 

 

 

 

 

1.6

Film or Podcast

Nov 2022

 

 

1.7

My Account Message

Nov 2022

 

 

1.8

Email signposting to comprehensive web pages

Dec 2022

 

 

1.9

Language

Jan 2023

 

 

Nov 2022

 

  •  

2.1

Review FIO service

Jan 2023

 

 

Dec 2022

 

 

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