Customer Scrutiny Panel – latest review

by The Gateshead Housing Company & filed under Get involved - Customer Scrutiny Panel, News.

Our Customer Scrutiny Panel, made up of tenants and leaseholders, carry out their own independent reviews of the housing company’s services, making recommendations for improvements.

Panel Chair David Chambers takes us through their latest review and what will happen next.

“We have recently completed a review of customer service delivered by Neighbourhood Housing Offices. We chose this area to review because we know these teams deal with a wide range of customer enquiries. Our review aimed to assess the level and consistency of customer
service provided. 

“We carried out the review through a combination of mystery shopping by telephone and email as well as holding focus groups with employees.

“Overall the review found that the Neighbourhood Housing teams demonstrated a strong commitment to delivering excellent customer service.

“We also identified some areas for improvement:

  • Provide consistent and clearly defined levels of customer service
  • Raise awareness with customers about the range of services provided and how to access them
  • Update training and guidance for employees to support them to deliver excellent customer service
  • Improve internal communications to help deliver services effectively.

“I presented the findings to the Customers and Communities Committee in February, making 25 specific recommendations for service improvements. The housing company is now putting together a response.

“All of the Panel members are very much looking forward to seeing our recommendations put into practice.”

Read the full report

To find out more about the Customer Scrutiny Panel email or call 0191 433 5357.

Photo: Involvement and Diversity Officer Simon Hand (second from left) with Customer Scrutiny Panel members Chris Sleight, Clare Butterfield, David Chambers and Pauline Bedford.