Customer Advisory Panel completes first scrutiny review
Our Customer Advisory Panel (CAP) has completed its first scrutiny review, taking a close look at communication within our repairs service. The review was led by customers, for customers, with the aim of identifying what works well and where improvements can be made.
To carry out the review, CAP gathered feedback from customers, mystery shopped our repairs line, interviewed staff, surveyed operatives, and researched best practice from other housing associations.
What did CAP find?
The panel found that reporting a repair is generally straightforward and that many customers are satisfied with the service they receive. However, communication often becomes less effective as repairs progress, particularly when repairs need follow-on visits or involve external contractors.
Customers said they would like:
- More regular updates on the progress of repairs.
- Better communication when appointments are delayed or changed.
- Clearer information about what happens next.
CAP also identified opportunities to improve repair diagnosis at the first point of contact and strengthen communication and oversight of contractor-led repairs.
What will happen next?
CAP made 16 recommendations designed to improve communication, customer experience and oversight of repairs. Many of these recommendations have already been approved and work is starting or underway.
Some actions include:
- Creating more opportunities for customer service teams, planners and operatives to learn from each other through shadowing.
- Improving the way repairs are diagnosed and logged.
- Strengthening quality monitoring of repair calls.
- Increasing customer involvement in contractor procurement.
- Improving support for customers who may need additional assistance or reasonable adjustments.
Thank you
We would like to thank all customers who took part in surveys, shared feedback and supported this review. We would also like to thank the members of our Customer Advisory Panel for their time, challenge and commitment.
Their work is helping us better understand the customer experience and shape improvements that will make our repairs service more consistent, transparent and customer-focused.
We'll continue to provide updates as the recommendations are implemented and monitored by the Customer Advisory Panel.