As a housing provider it’s incredibly important to us that we create opportunities for you as our customers to have your say on how we manage homes.
We set up a Customer Scrutiny Bank last year to allow customers to scrutinise our services. Nine customers took part in a course, which guided them through the process of scrutiny and how they could make the most of the opportunity to give us feedback.
The Scrutiny Bank’s first review focused on building safety and they advised us on customer needs, communications and engagement in building safety assurance. The Scrutiny Bank met weekly throughout the summer to undertake their review and put forward a number of findings and recommendations to our Future of Building and Customer Safety Project Team.
A number of recommendations outlined in the review have since been implemented, including input from the Scrutiny Bank in producing a series of safety leaflets for customers. The leaflets outline evacuation policies, how to contact the fire service and useful hints and tips for checking smoke alarms. Other recommendations included tailored updates on the Karbon Homes website and articles in Karbon Homes and Byker Community Trust newsletters have carried articles featuring safety information. Work has begun to establish a Customer Safety Building Panel to act as a sounding board to allow us to have two-way conversations with customers to discuss building safety related issues. The Panel will support us to meet the requirements of the Building Safety Act including the development and implementation of resident engagement strategies for high-risk homes.
One Scrutiny Bank participant said:
"We had no preconceived ideas as to where this project would take us, and we were surprised at its scope. It didn’t take us long to appreciate the lengths Karbon go to keep their customers safe, and we were impressed by the willingness of Karbon staff to share their knowledge with us and give us access to any documentation we required.”
If you would like to get involved with our Scrutiny Bank register your interest on our Scrutiny Recruitment page: https://www.karbonhomes.co.uk/customer-area/my-community/be-involved/scrutiny-recruitment/
As a housing provider it’s incredibly important to us that we create opportunities for you as our customers to have your say on how we manage homes.
We set up a Customer Scrutiny Bank last year to allow customers to scrutinise our services. Nine customers took part in a course, which guided them through the process of scrutiny and how they could make the most of the opportunity to give us feedback.
The Scrutiny Bank’s first review focused on building safety and they advised us on customer needs, communications and engagement in building safety assurance. The Scrutiny Bank met weekly throughout the summer to undertake their review and put forward a number of findings and recommendations to our Future of Building and Customer Safety Project Team.
A number of recommendations outlined in the review have since been implemented, including input from the Scrutiny Bank in producing a series of safety leaflets for customers. The leaflets outline evacuation policies, how to contact the fire service and useful hints and tips for checking smoke alarms. Other recommendations included tailored updates on the Karbon Homes website and articles in Karbon Homes and Byker Community Trust newsletters have carried articles featuring safety information. Work has begun to establish a Customer Safety Building Panel to act as a sounding board to allow us to have two-way conversations with customers to discuss building safety related issues. The Panel will support us to meet the requirements of the Building Safety Act including the development and implementation of resident engagement strategies for high-risk homes.
One Scrutiny Bank participant said:
"We had no preconceived ideas as to where this project would take us, and we were surprised at its scope. It didn’t take us long to appreciate the lengths Karbon go to keep their customers safe, and we were impressed by the willingness of Karbon staff to share their knowledge with us and give us access to any documentation we required.”
If you would like to get involved with our Scrutiny Bank register your interest on our Scrutiny Recruitment page: https://www.karbonhomes.co.uk/customer-area/my-community/be-involved/scrutiny-recruitment/
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