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Customer Scrutiny Group – Insight

Are you a Great Places customer who would like to make a difference? If so, you could be a valuable support to INSIGHT, Great Places Customer Scrutiny Group.

Customer scrutiny is important – it helps us understand customers’ views and priorities which allows us to recognise areas of service that work well and where we can make improvements. It allows customers to influence service working together with Great Places to continually improve service for all customers.

Last year, Insight carried out several scrutiny reviews, which produced nine recommendations to support service improvement across the following areas:

  • Anti-social Behaviour (ASB) – enhancing the customer experience during the triage process when reporting ASB.
  • Customer Communication – understanding how communication shapes customers’ experiences of planned improvement work.

How Insight helps improve services

Insight helps to check and challenge services by looking closely at how Great Places works. Scrutiny reviews focus on the services that matter most to customers, taking a detailed look at how they are delivered and how they are experienced.

Members do this by:

  • Learning how services work and understanding customers’ experiences.
  • Reviewing service performance information, customer feedback, and speaking with Great Places colleagues.

Findings are reported to Great Places and suggest improvements based on evidence. Scrutiny provides customers with a meaningful and an important way to influence services. Read below to find out how you can contribute to the scrutiny of services.

Different ways you can support scrutiny

  • Join online meetings with other customers
  • Carry out tasks from home
  • Complete a survey or feedback about your experience of a service
  • Research how other landlords deliver service to identify best practice

Who can join / support scrutiny?

All Great Places customers are eligible to support scrutiny work because of your experience of services, which can inform and help influence the improvement of our services.

Qualities useful for customer scrutiny members are:

  • An ability to identify positive and negative aspects of service delivery
  • A willingness to talk about solutions and contribute ideas
  • Enjoys working with others to achieve goals, and is respectful of other’s views
  • Objective, honest and has an open approach

What will I get in return?

  • As an Insight member, you’ll receive all the training you need to be confident in your role and you’ll get to learn new skills which can help you in both your personal and professional life. A role like this one also looks great on your CV.
  • Many of our current Insight members find the social aspect rewarding and have made good friendships in the group. You’ll also get the satisfaction of knowing that you’re making a real difference to the future of our services.

What skills do I need?

You don’t need any previous experience, all we ask is that you are committed to the project. You’ll work as part of a group of other customers to suggest service improvements from a customer perspective.

We will provide any relevant training and cover any ‘out of pocket’ expenses, such as travel and carer costs.

 

Curious about customer scrutiny?

Fill in the form below and we’ll contact you soon for a friendly, informal conversation. Alternatively, you can follow the link to learn how customer scrutiny has made a real difference to services.

How has INSIGHT Customer Scrutiny Made a Difference

Thank you for your interest – Your Voice Matters

Insight is an independent group of customers who work together with Great Places to improve services. By reviewing information and sharing feedback, they help identify what works well and where changes are needed, with the aim of delivering positive experiences for all customers.

This is a fantastic opportunity to:

  • Learn new skills / gain valuable work experience
  • Understand the role of social housing landlords
  • Meet like-minded people and make a real difference

Please take a moment to complete your details below so we can stay in touch and keep you updated.


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