Tenant Voice - Scrutiny
Scrutiny reviews gives tenants the chance to review our services and how they're delivered
Our Scrutiny Group supports Gateway Central to strengthen the Tenant Voice and its influence on our services. When an area of concern is identified by the committee, they can implement a Scrutiny Review, helping them to get a better understanding of the tenant experience.
Scrutiny Reviews allow tenants and CGA colleagues to work together to review services, taking an in-depth look to get a better understanding of how they are being delivered. The group can highlight areas for improvement based on their findings. These recommendations are set out in a report, allowing us to track progress against them.
Over the past twelve month we have carried out Scrutiny Reviews on:
- Damp, Mould and Condensation
- Complaints
- Communication with Repairs
In total 33 recommendations were made, resulting in several service improvements. These include:
| Through Scrutiny Reviews we learnt: | Improvements we made: |
| Tenants need a wider range of appointment timeslots to make it easier for them to be in for repairs. | We expanded the range of appointment slots available so we can offer appointments to 6pm, including Saturdays and to fit around the school run. |
| Improvements were needed to the way we handle reports of damp and mould. | We updated our damp and mould process to make it quicker and easier for call handlers and operatives to identify high-risk cases of damp and mould. |
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Tenants need better information on how to report damp and mould concerns in their homes. |
We improved information on damp and mould and how to report it on our website, making it more prominent and clearer. We also made a Guide to Damp and Mold available on our website and in reception. |
| The complaints process needs to be easier for tenants to access and more tenant-friendly. |
We have updated our website so complaints information is more prominent and accessible. The information has been written using a tenant-friendly tone and language. |
To read the full reviews and recommendations click below.