Over the past year, Insight customer group has been busy reviewing how our services are working for customers. They share their scrutiny findings with the Great Places Board, showcasing what’s going well and suggesting practical ways we can continue to improve.
Insight’s work is grounded in real customer feedback, making it a powerful way for us to shape services from a customer’s point of view.
What They Looked At
The group focused on two important service areas:
Anti-Social Behaviour (ASB) – They explored how we can improve the experience for customers at the very first stage of reporting ASB, ensuring the triage process feels clearer, quicker, and more supportive.
Customer Communication – The group looked at how the way we communicate shapes customers’ experiences when improvement work is taking place in their home.
Key Recommendations
To help create a smoother and more transparent process, Insight suggested that we:
- Engage earlier with customers – giving timely notifications and gathering important details upfront to help to plan more effectively.
- Keep customers informed throughout – offering updates at every stage of the work so customers always know what’s happening.
- Carry out handover inspections with customers – creating space to share feedback and ensure the final result meets expectations.
Insight’s recommendations are already helping us enhance how we work making our services clearer, more responsive, and more customer‑focused.
If you’re new to scrutiny, it’s a friendly, and practical way for customers to work together and help shape the services you receive. Your experiences play an important role in helping us understand what’s working well and what could be improved. The group is currently exploring what’s most important to customers so they can help shape a code of conduct that reflects the behaviours people value in great customer service.
Once this review is complete, Insight will move on to other topics you’ve told us matter to you, such as repairs, safeguarding and grounds maintenance. The group relies on real customer experiences to understand how services are working, so we’ll let you know when each review begins and how you can get involved or share your feedback.
If you’d like find out more about the Insight group and our scrutiny work, or get involved visit our website for full details, you can also complete an expression‑of‑interest form Insight Customer Scrutiny Group – Great Places.
Alternatively get in touch directly by emailing customer.scrutiny@greatplaces.org.uk.
