Challenge Scrutiny and Support
We champion and encourage customer led scrutiny with our National Residents Group (NRG) and Group Customer Services Committee (GCSC) who are empowered to commission reviews. This ensures the right people are involved for the right service, at the right time.
Our scrutiny approach can be triggered from customer insight such as TSM Results, poor performance and complaints. Once commissioned, the most appropriate method is identified, for example, service deep dives, desktop reviews and task and finish groups. We’ll clearly define the outcomes expected, which may include improvements in performance, customer satisfaction and communication.
The below model shows how our scrutiny approach works.
Working together, we follow the Tpas seven-step scrutiny process:
1. Identify – What are we scrutinising and why?
- This will usually be prompted via satisfaction levels, performance trends and complaints
2. Scoping – What are we investigating and what are we not investigating.
- Identify who you need to talk to for more information and understanding
- Establish what you will need to read about
3. Project Plan
- Agree timetable and key dates for reporting and completion
- Allocated tasks and deadlines
4. Investigation
- Carry out investigation in line with project plan
5. Agree Recommendations
- The panel come to a consensus on any recommendations
6. Report and Communicate
- Report results back to relevant colleagues
7. Review
- Establish systems for monitoring agreed actions
- Develop methods for measuring the impact of scrutiny activities
- Feedback to residents the changes that have happened because of the scrutiny process
To chat with us about getting involved, call us on 0300 123 1222 or submit your enquiry here: General Enquiries Form | Muir Group Housing Association