Scrutiny
What is scrutiny?
When we run a scrutiny exercise, a group of GCH customers will act as a critical friend to influence the direction and services of the organisation. They spend time looking at information and evidence to help make suggestions for improving services.
Who is involved?
Customer Voice is our umbrella group for involved customers. It is independent, but works with support from GCH colleagues to decide what to investigate, where to find the evidence they need and to present their findings to the Board. They decide the number and scope of scrutiny exercises and they will invite customers to take part in an exercise.
What does it involve?
Scrutiny participants are sent GCH policies and documents to read through and comment on, and and they will also speak to GCH colleague and fellow customers about their experiences. They will meet regularly online and face to face during the scrutiny exercise.
How much time does it take?
Customer Voice meets every six weeks to review GCH satisfaction surveys and performance measures to decide what to look at next. And there are opportunities for more customers to join a particular scrutiny exercise that interests them.
To find out more contact Mandi Holt
Watch the video of Scrutiny Group member Sandie to see what’s involved
What difference has Scrutiny made?
Over the past three years scrutiny exercises have reviewed repairs, complaints, communal services and Neighbourhood issues. They have made recommendations which have led to service improvements as detailed in the grid below:
Improving
first-time fix rates
Topic: Repair information for engineers
Scrutiny recommended: give engineers all the relevant information they need before attending jobs, to reduce repeat visits.
Outcome: with investment in new technology, jobs completed right first time are now at 94%.
Insight: investment in Total Mobile system is improving repair performance.
Supporting vulnerable households
Topic: Customer data
Scrutiny recommended: ensure you know where vulnerable customers live, so you can offer them a flexible service.
Outcome: our Customer Household Survey project collected data on customers’ needs and we have also prioritised Tenancy Audits.
Insight: we have more up to date information on vulnerable customers and their households.
Response to Anti-Social Behaviour
Topic: Tackling ASB
Scrutiny recommended: share more stories about your work in the community to respond to anti-social behaviour.
Outcome: we have shared case studies on the website and social media and organised a ‘Let’s Talk ASB’ Day.
Insight: better understanding of the tools we use in partnership to respond to ASB.
Communal cleaning
Topic: Response time for emergency cleans
Scrutiny recommended: quicker response by contractor for emergency cleans.
Outcome: we simplified the purchase order process.
Insight: a simple change to our finance process meant we could offer a more responsive service to customers.
Complaints
Topic: Complaints process
Scrutiny recommended: explain the complaints process by including a flow chart in letters.
Outcome: we now include a flow chart in our first response letter to a complainant.
Insight: clearer information now gives a better understanding of the process.
Customer Hub
Topic: Drop in sessions
Scrutiny recommended: Open the GCH Customer Hub at regular times.
Outcome: we have opened our Customer Hub for monthly drop in sessions which don’t need to be pre-booked.
Insight: more opportunities for face to face contact for customers without booking an appointment.