Our second ‘scrutiny sprint’ event – all about customer contact!
Our ‘scrutiny sprint’ events are a great opportunity for tenants find out about a topic in great detail and influence our services to customers.
On the 16th February we held our second ‘scrutiny sprint’, this one was all about the service our customers receive when they get in touch with us, particularly by phone - a topic chosen by our Gateway Membership Team as a result of feedback they’d received about our Customer Contact Centre.
The event was attended by 9 tenants including the Chair of our Gateway Membership Team, senior Watford Community Housing staff and Tim Morton from Engage Associates who was the independent chair.
The attendees discussed a range of information including the number and type of calls we receive and their own experiences. We had a lot of great feedback on the day, and some immediate actions were agreed upon, such as including a caller’s queue position when they phone us, shortening automated messages so it’s quicker to get through to our staff, changing the music when the caller is on hold and involving the Gateway Membership Team when we next review our out-of-hours telephone contract.
Due to the success of the event, we will be producing a follow-up report which will list tenants’ recommendations for improvements. As well as that, our Gateway Membership Team will be holding a ‘Tenant Question Time’ event via Zoom on Wednesday 16 March at 6.30pm to enable even more tenants to ask questions on this crucial subject. If you’re interested in coming along, please contact community@wcht.org.uk.
As a community gateway organisation, our customers are at the heart of everything we do. Holding a scrutiny sprint session – where we condense all the key information into just a few hours – is a great way for our tenants to influence and scrutinise our performance to ensure we are constantly improving our services and our customers’ experience with us. If you’d like to find out more about this or about our Gateway Membership Team which represents our tenants, please get in touch with us at community@wcht.org.uk.