Happy 10th Birthday to Insight, our customer scrutiny group who’ve been looking and examining areas of service, since 2014. The group volunteer time to support scrutiny of services to make a difference for all customers, providing critical challenge of service performance and holding Great Places accountable.
Last year, Insight scrutinised three areas of service which were:
- Customers’ satisfaction with new build homes
- Communications to inform customers about damp, mould, and condensation
- Cost of living – support for customers
Following scrutiny, Insight suggests improvements using their findings, which are discussed with service teams to agree an action plan. The group tracks action plans twice a year until each plan is fully complete, monitoring progress and to learn of any improvement to service as a result.
Insight suggested 14 recommendations in 2023 to help improve services that will ensure customers:
- are kept informed and know who/how to contact relevant teams at Great Places;
- have easy access to clear and concise service information, when required;
- feel listened to and able to give feedback about service experiences;
- can find out how Great Places’ services are performing and other customer views.
If you’d like to know more about customer scrutiny, or think you can support a review, you can find out more on our Insight web page.
