15 th July 2011 Jane Taylor Customer Inspector Val Bagnall Executive Director Being a Great landlord Sentinel HA Based in North Hampshire 8000 homes Created from 2 LSVTs in early 1990s ID: 405620
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Customer Scrutiny15th July 2011
Jane Taylor - Customer Inspector Val Bagnall - Executive Director
Being a Great landlordSlide2
Sentinel HABased in North Hampshire –8,000 homes, Created from 2 LSVTs in early 1990’sStrong neighbourhood and customer focus5 tenant Board members out of 13
90% of customers consider we provide and efficient & effective service89% consider we provide the service they expect92% of customers would recommend us to friends or familiesOverall customer satisfaction 92% Slide3
Resident Scrutiny- Why?GETTING AND DELIVERING THE RIGHTSERVICE OFFER -!An integral part of Co -regulatory environment A
key element of the Annual Assessment report for customers & TSABig Society & local accountabilityProofing of our service delivery, as part of good governanceA central element of our Customer Involvement StrategySlide4
Key considerations for developing scrutiny Membership – number, profile, skills, representationRecruitmentPayment or incentivesSupport needs - administrationBudget / cost considerations/VFM
Links with Corporate management/governance- who does it report to, and how does it communicate its functionWhich model or approachDetermining priorities for scrutinySetting safeguardsFit with other involvement structures/rolesSlide5
‘Customer Deal’Sentinel’s Service OfferDetailsScope of all our servicesStandards set for each service area
Proofing the Customer Deal1500 qualitative comments from customersFocus groups on TSA standards: The Home, Involvement (complaints, disability, BME), Tenancy, Community & Neighbourhood, VFM, leaseholdersResidents Week – QuestionnaireHousemark Local Standards Tracking ServicePerformance framework agreed with customers
Creation of scrutiny methodology to ensure deliverySlide6
Proofing & developing our Customer DealSlide7
STARA
STARA
Board
Challenge
Accountability
Current scrutiny
arrangements
Satisfaction /surveys
Focus Groups
Feedback
Complaints & compliments
Comprehensive feedback
programme
Residents
week & community events
Disability forum
Performance
Benchmarking
PI reporting STARA & Web
Service evaluation
VFM Grou
p
Focus Groups
Service Reviews
Reality checking
Peer Review
Snagging inspection
Neighbourhood
Panels
Complaints tracking
Job interviews
-
induction
Tenant
Board
Members
Customer Deal
Customer Inspection
Key Services
Estate Inspections Slide8
TSA Standards
‘Customer Deal’
Sentinel’s
Local Offer
The Home
Involvement
Community &
neighbourhood
TenancySlide9
Scrutiny- The Home88% satisfied with quality of home -83% satisfied with the overall repair serviceCustomer Inspection of Maintenance service – Oct 10Customers involved in monthly contractor meetings, and all procurements
Design PanelVoid inspectionsMystery shoppingSnagging InspectionsCustomer reps doing repair service survey callsSlide10
Scrutiny – Tenancy95% satisfied with Lettings ServiceCustomer Inspection of lettings process – June 11Customer involvement in development of new tenancy agreement – plain English95% satisfaction target set for all new lettings
Customer consultation on Affordable Rent regimeSlide11
Scrutiny – Community & Neighbourhood91% satisfied with neighbourhood : 89% think Sentinel have good reputation in areaCustomer Inspection of Estates Service – Sept 11Neighbourhood Panels, with clear focus and roleResidents involved directly in LSP partnershipsEstate Inspectors – 19 trained
Strong involvement of local councillors in what & how we do business – Qtrly meetingsClear objectives and targets for each neighbourhood area/team – Report to Neighbourhood PanelsDevelopment of Neighbourhood Charters with Local Agencies & CustomersSlide12
Scrutiny –Involvement85% satisfied that views taken into accountFive Customer Representatives on BoardSentinel Tenants & Residents Association (STARA)Hampshire & Districts Residents Forum – all key housing providers working together to deliver Involvement Standard for
HampshireAchievement of Customer Excellence Standard Customer Inspectors Development of joint Customer Inspector team: Sentinel/Kingfisher Sovereign/ Testway HADisability ForumInterviewing of all frontline staffResidents Week
Random checking of Complaints handling
Review of Service Improvement PlanSlide13
A Customer Inspector’s experienceSlide14
An INSPECTIONAN INSPECTOR CAME TO CALL- One resident inspector’s experienceSlide15
An inspectionAPPROACHSELECTIONTRAININGINSPECTION ALLOCATIONPLANNINGINSPECTIONDEBRIEFSlide16
THE POSITIVESSelf esteem and developmentUse of existing skill setWorking with like minded peopleSense of involvementLevel of training and supportDegree of assistance and facilitationRenumerationSlide17
THE NEGATIVESInsufficient time frame for inspectionPersonal shoehorning and jugglingLack of objectivity and hidden agendasFreeloadingPersonality clashesLack of checks and balancesTrainingSlide18
RECOMMENDATIONSRecruitment & SelectionTrainingInspection Procedures, Checks & PlanningThe Inspection Process & TransparencyDebrief and ConclusionsTimescalesRenumeration