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Customer Scrutiny Customer Scrutiny

Customer Scrutiny - PowerPoint Presentation

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Uploaded On 2016-07-15

Customer Scrutiny - PPT Presentation

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

amp customer service inspection customer amp inspection service involvement scrutiny neighbourhood satisfied local training community stara key complaints customers

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Presentation Transcript

Slide1

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