This blogpost was written by Mary, Chair of the Customer Scrutiny Panel (CuSP)
Our big summer project continues: reviewing empty homes and lettings
Over the last few months, we've been looking at how Alliance Homes prepares empty properties before new customers move in.
During our May meeting, we were jointed by representatives from the Regulator of Social Housing joined the meeting as part of Alliance Homes' regulatory inspection. They observed our discussions and asked questions about our experiences as customers, customer engagement, and our role as CuSP members.
To help us better understand the process, we have:
Shadowed the Empty Homes team: Panel members have met with service managers, operatives and colleagues to see how the lettings process works from start to finish. This has included visits to local communities as well as the office.
Gathered feedback from staff: We have spoken to colleagues across the service to learn more about their roles and responsibilities. We will review and analyse this information from a customer's perspective.
Identified opportunities for improvement: We have already highlighted several areas where improvements could be made. We will share our recommendations with Alliance Homes' Board for consideration and look forward to providing an update on progress soon.
In addition to our work on empty homes and lettings, we have also:
- Reviewed recommendations from previous scrutiny projects and continue to monitor progress against actions relating to Repairs and Property Standards.
- Worked with the Board and Strategic Leadership Team to co-create a new reporting process.
- Developed a recruitment and induction pack for new CuSP members and explored ways to improve communication with customers about the panel's role and responsibilities.
- Discussed a volunteer reward and recognition policy.
- Taken part in discussions on Alliance Homes' strategy.