What happened...
In August we had our second meeting with our Customer Advisory Panel, which was a success. We had an in depth discission surrounding Damp and Mould and how Awaab’s Law will impact both B3Living and its customers. We also reviewed out complaints process and addressed any questions regarding how lessons learnt lead back to service improvements.
Damp and Mould
Our damp and mould team provided insight into their processes and how these will be enhanced moving forward with Awaab’s Law. They discussed the timescales for responses and solutions as well as the differences between severe and non-severe cases.
A large piece of this work is around education for both customers and staff around why damp and mould occur and how it can be prevented but also focussing on how to communicate around these issues.
Complaints Process
The panel also wanted to discuss our complaints process and ensure that the feedback from customers were resulting in positive change in the service we provide. We had our complaints team attend to answer questions and present some statistics from the last few years to help provide some more understanding on how this is achieved. An example of where complaints have improved our service, is our new grass cutting process, this lesson learnt reduced grass cutting related complaints from 86 one year to only 3 the following year.
Scrutiny Discussion
The panel also discussed what topics they would like to review as part of their scrutiny project. Once this is complete the panel will finalise recommendations to go to the board for approval. It was agreed that in advance of the November meeting a shortlist would be discussed so a decision could be finalised.