Training with TPAS: Niki's story
Customers and communities
Our scrutiny team is an independent group of customers that ensures our services are effective and that the way we work considers our customers' perspectives.
Part of something called co-regulation, the scrutiny team, rather than the government, make sure we are doing what we should be.
The team produces reports and recommendations for service improvements, for our leadership team and our board.
I live in Warminster and have been a Selwood tenant for nearly 6 years. I joined the scrutiny team in June 2021, I am excited to be a voice for tenants, and to help Selwood Housing improve its services across Somerset & Wiltshire.
The scrutiny team have now begun their next review looking into customer communications at Selwood Housing. They'll be undertaking numerous tasks such as benchmarking, interviewing staff, reviewing communications and getting in touch with other customers to have their say.
Key achievements: All recommendations were taken on board within the review. The team considered two major pieces of current Government and industry literature, The social housing white paper and Together with Tenants. New training such as autism awareness has been added to our learning and development programme at Selwood Housing, providing new skills to our staff.
Key achievements: Scrutiny's first online survey to customers completed and achieved a great response rate. Three of four recommendations have been accepted by management and will be delivered in the action plan.
Key achievements: six of seven scrutiny recommendations have been agreed, which reflect the highlights of the white paper. New policy and procedures are currently being implemented, which many recommendations tie into. A new customer complaints forum will also be added to involvement opportunities in 2022.
Key achievements: operational priorities and COVID-19 impacted the completion of this review. Many of the recommendations will form part of the property standards review which will be a part of our customer involvement programme in 2022.
Key acheivements: bereavement training has been given to neighbourhood and advanced customer service staff members.
Scrutiny was established in 2015 and this year we decided to revisit and re-draft the terms of reference which is the document that underpins the why and how of how scrutiny operates.
Colleagues from across the business, our board and our scrutiny team all contributed to the review, and you can find the agreed 2021 version here.
The 'Together with tenants' charter is a sector initiative focused on strengthening the relationship between tenants and their landlords.
Working alongside Selwood Housing, the scrutiny team has designed a framework to implement and monitor Selwood Housing's progress against the charter's six commitments.