The Scrutiny Panel completed a review of the Repairs and Maintenance service to reduce the number of repairs where there are no answers. Due to the high number of missed appointments, it was felt that the Scrutiny Panel could provide a customers' perspective into how the organisation could look for improvements in the repairs process and reduce missed appointments.
During the review, the Panel:
spoke to staff
completed mystery shopping
took part in journey mapping
reviewed existing processes and procedures
Over the course of the review the Panel understood the organisation has significantly made some improvements to the repairs service. However, some procedures were disjointed and further work was needed to make sure that the service was consistent and understood by all staff.
The Panel completed their report in September 2019. The report was well received by the Repairs and Maintenance service. A total of 20 recommendations were put forward by the Panel including:
Make sure that all staff use the same system and process to book repairs. Train all relevant staff to book repairs in a consistent way using the same system, ensuring that processes are followed, contact details are checked and added to job and an appointment is agreed with the customer
Amend scripting tool for Customer Services, to include a mandatory question to check for an up to date phone number and with an option to provide an alternative phone number for a repair
Consider a review of start and finish times for repair staff with a view to developing different shift patterns. This would allow the organisation to be more flexible and better suit the needs of customers
Make sure all existing processes are followed and repeat "no answer" offenders are visited by a member of the area management housing team
The Panel are monitoring the progress of these recommendations and will be receiving an update in February 2020.
The Scrutiny Panel are in the process of deciding on their next project, but have also agreed to be involved in a review of Tenancy Support Letters and testing on the new repairs system. Watch this space for details of the next Scrutiny Panel project.
Check and Challenge Group
The Check and Challenge group have recently been working on a review of "follow on jobs" for the Repairs service.
The group started the review in February by conducting a desk top review of data received from the repairs service. The Check and Challenge group decided to track the repair journey from start to completion and to assess why the job was not completed "right first time" and so creating a follow on job.
The group used a variety of methods to gather data which has included mystery shops, desk top reviews and demonstrations of the tool used to diagnose repairs.
While the group recognised the organisation had processes in place to ensure that the majority of repairs booked were completed right first time, the group found opportunities for the organisation to improve consistency and provide training opportunities for staff.
The Check and Challenge completed their report in June. The report was interrupted slightly due to the pandemic and the group has had to review the way they work due to restrictions.
The report the Check and Challenge group has produced contains 26 recommendations and has been well received by the Repairs and Maintenance Service.
The group were also involved in devising a Customer Promise, these promises are what the organisation expects from staff when dealing with customers and in return how we expect our customers to respond to staff.
The Check and Challenge were also involved in reviewing the process of contacting customers about their Electrical Inspection.
The Electrical Inspection review by the Check and Challenge group included reviewing existing processes and procedures and reviewing the design of letters sent to tenants who are due Electrical Inspection Condition Report. During the course of the review the group felt that letters on the whole were easy to understand. However, the group felt that letters could be clearer in places and use more appropriate language to stress the importance of the work, reassure customers on the process and outline action that may be taken if no contact is made.
A total of 17 recommendations were made which focused on improving the layout and language used within the letters to increase awareness and take-up.
2020 Tenants' Annual Report
This year's Tenants' Annual Report was launched in October; once again this Annual Report has been written by tenants for tenants and highlights areas within the organisation where services are performing well and also importantly areas that need to improve.