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South Tyneside Homes Check and Challenge Group

What does the group do?

The Check and Challenge Group provides customers with the opportunity to influence and shape the way services are delivered by South Tyneside Homes.

The group works directly with service managers to take your views and make sure that they are reflected in the way we manage your home.

The group meets regularly with managers to shape services. In addition, the group carries out mystery shopping on four service areas each year, using our Service Standards to test that services are doing what their standards set out. Find out more about our standards.

The group is very practical, and members learn how to carry out:

  • Mystery shopping
  • Surveys
  • Staff interviews
  • Job shadowing / staff observations
  • Staff and tenant focus groups
  • Desk-top reviews

This helps them gather evidence and understand where services are performing well and then make recommendations on how to improve the areas that are not so good.

The Check and Challenge group have had huge impacts on the way South Tyneside Homes delivers services and manages your home as a result of the inspections they carry out.

For more information about how the Check and Challenge group have improved services see What we've been working on.

How much time is needed to take part?

The Check and Challenge Group carries out around four reviews per year, and also meets with service managers at least four times per year.

Meetings typically last a couple of hours and are themed around a particular service area to shape and improve how we deliver services to customers.

Group members are also required to be committed to playing their part in reviewing services during a mystery shop or service review, and helping to write the final report to summarise findings. This usually requires a couple of hours per month, however this can vary depending on the work being carried out.

How can I register my interest?

If you are interested in becoming a member of the Check and Challenge Group, or would like more information, please contact us on 0300 123 6633. Or, please send your details to the Involvement team via email at connect2@southtynesidehomes.org.uk.