Customer scrutiny group Insight has been busy looking at how Great Places manage and maintain estates and neighbourhoods, which includes flats with internal and external communal spaces and the neighbourhoods around customer homes.
This scrutiny review is focussing on the services delivered by the neighbourhood, grounds maintenance, and caretaker clean teams, who have collective responsibility to manage neighbourhoods and communal spaces, reporting repairs and maintenance requirements, incidents of fly-tipping, graffiti, and abandoned cars, amongst other issues.
The purpose of scrutiny is to examine how the teams work together and listening to customers to provide an effective service, which can vary enormously dependent on the specific demands of an area, the type of properties and number of Great Places homes.
The review started with members finding out as much as possible about the service, which included looking at customer comments and feedback to gain an understanding to inform review. Members have shadowed neighbourhood teams during inspections to learn about their day-to-day roles and duties. The shadowing exercise was useful and helped Insight to understand the demands of each of the different areas and what works well, or not, and where there may be blockages to effective service delivery.
Once Insight have gathered sufficient data to support their scrutiny, the detail will be reviewed to identify any strengths and areas for improvement, which will be discussed with service leads to agree an action plan. On completion of the scrutiny, Insight will present the action plan with findings to Board early May 2024. If you are interested in this scrutiny and how Insight helped to influence service improvement, please look out for an update in next month’s e-News.
Further details about customer scrutiny can be found on the website, please follow Insight Customer Scrutiny Group – Great Places
