Ways to get involved
There are several ways you can get involved and influence the services you receive:
Description: The scrutiny panel is led by customers and makes recommendations to improve services. For each scrutiny, the panel members appoint a team leader who is responsible for keeping each team member involved. The team leader is the main point of contact for that scrutiny group; however, all members of the group will be actively involved and will carry out a variety of tasks.
Role requirements: Our Customer Scrutiny Panel provides a great opportunity to develop or improve your teamwork, communication and assessment skills. Report writing skills are desirable but not essential.
Support: Training and support will be available throughout your time on the Customer Scrutiny Panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
Description: The group monitors and challenges service delivery as well as commitments made to customers. This is achieved through monitoring and auditing customer focused action plans and analysing customer data.
Role requirements: An understanding of performance information and the ability to interpret statistics are essential to this role. Access to the internet and a PC/Laptop is also required as information is sent to group members prior to the meetings.
Support: Training and support will be available throughout your time on the Customer Assurances Group. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
Description: There are 2 elements to the mystery shopping programme. Volunteers can opt to do just one or both of these elements.
- Front line tests –You will be required to carry out 3 of these a year (March, July and November). The tests can be based on genuine enquiries or made up in advance. They will either be carried out in person at reception areas, over the phone, email enquiries or submitted through web forms. Customers meet to allocate the shops and then meet again 3 weeks later in order to feed back their results.
- Ready to let property tests – There are 3 of these a year (January, April and September). In pairs you will assess our ready to let properties against a set of standards. You can also make your own judgements as to whether you feel the property is up to a good enough standard. As we don’t always know which properties are ready you will need to be available at short notice in order to do the shops. i.e. contacted on Wednesday for Thursday or Friday morning shop.
Role requirements: You will be required to complete the Mystery Shopper training. An attention to detail is beneficial to this role. You must be able to keep accurate notes and complete paperwork.
Support: Training and support will be available throughout your time on the Mystery Shopper Panel. Travel costs and other out of pocket expenses will be covered. Assistance with childcare or care for an adult can also be provided.
Whether you already know what involvement activities you want to get involved in, or you just want a chat, call our Customer Involvement Coordinator on 01782 744533 or send an email to email@example.com
We’re a member of TPAS
TPAS is a not-for-profit organisation that works to improve how housing associations engage with tenants. They do this by providing a wide range of services, independent and impartial advice, support, consultancy, and training.