What happened...
This meeting was an exciting one as it was an opportunity to decide what topic would go forward into the scrutiny review. It was also the first time our panel member Lauren stood as Chair for the meeting, which was a huge success. It is important that the Customer Advisory Panel is driven by our customers and having a dedicated chair forms part of that transparency.
After reviewing the customer repair journey with our Head of Repairs and Repairs Manager, and having an in-depth discussion about these processes. The group decided to focus on communication around the repairs process as this was also noted as an area of improvement when looking at our customer satisfaction feedback.
The panel requested data around the themes ‘Fix it first time’ and ‘DLO vs contractor’. We provided them with a pack that included a report on satisfaction with repairs and particularly comparing our in house repairs vs contractors, data by trade, and information around repeat visits. The repairs team were there on the day to answer questions.
After reviewing the data and discussing this as a collective group, the panel came together to scope questions for their scrutiny project. They identified communication within the repairs process as their priority for review.
After completing their scrutiny review, we will provide updates on their recommendations which will also be reviewed by our executive team and board members.