The purpose of resident scrutiny is to provide a resident’s perspective on Partners’ services. Once a topic has been chosen resident volunteers review the relevant procedures, get resident feedback, witness the service in action, and talk to staff. The evidence is reviewed and residents make their service improvement recommendations.
If you’d like to get involved with Partners service improvement on an ongoing basis, join our involvement register. Contact Katrina Dalby for a registration form. When you return it you’ll be added to our register and contacted when opportunities which match your preferences are available. You’ll also receive our regular engagement newsletter.
Leasehold Scrutiny Project - Autumn 2017
Thank you to all the leaseholders who contributed to our review of leasehold standard letters.
Partners Home Ownership Managers identified commonly used standard letters/packs which they felt would be beneficial to review. The volunteers were also asked for their suggestions. Five letters were selected. These were:
- Leaseholder welcome pack – sent when someone buys a Partners property
- Section 20 documentation/FAQs - sent to a leaseholder when works costing more than £250 are planned
- Service charge estimate letters
- Alterations letters - sent when a resident wants to alter their home.
Numerous improvements were suggested which made the letters clearer, consistent and more streamlined. The suggestions were accepted and implemented by the Home Ownership Team. Additional items such as adding a key to explain the quantities used on the S20 notice were also implemented.
Scaffolding Scrutiny May 2016
Partners Scrutiny Panel completed a review of Partners Responsive Repairs Team's use of scaffolding in May 2016. We would like to thank the Panel for their hard work and also thank the the residents who gave feedback which contributed to the review. The Scrutiny Panel presented their report to Partners Repairs Team and a resulting action plan has been agreed.
To find out more about scrutiny contact The Service Improvement and Engagement Team.