Since April 2014, the resident scrutiny panel have completed eight service reviews. To date, a total of 119 service improvement recommendations have been implemented, including all approved recommendations from the first five reviews.
The panel are currently reviewing service charges and want to improve transparency and resident satisfaction with this service area. Despite the lockdown, the panel have continued to push ahead with their review via Zoom!
Most recently, the panel have been working hard to gather relevant information and review complaints about service charges. They have also been comparing the layout and presentation of TCH’s service charge statements and website information, with the equivalents provided by other housing associations and local authorities.
In the next few weeks, the panel plan to undertake a digital survey and hold a digital focus group to get feedback from residents about service charges. Following this, the panel expect to make their service improvement recommendations to TCH Board in October 2020.
If you would like to find out more about the resident scrutiny panel or suggest a service area for review, please contact Sarah Holden, Resident Scrutiny Manager: firstname.lastname@example.org